🥥Technical Customer Support Specialist - Job Code: 1782509740574

2 hours, 58 minutes ago
Full-time
Junior
Customer and Technical Support
Coconut VA

Coconut VA

Coconut VA: Premier virtual assistant service providing top talent for admin, operations, marketing, and sales. Streamline your business operations with our rigorous selection process and expert VAs.

Professional Services
11-50
Founded 2021

Description

  • Respond to customer issues via phone, email, and a ticketing system.
  • Triage issues by urgency, impact, and whether they stem from user error, setup, product behavior, or a bug.
  • Resolve Tier 1 and Tier 2 support issues directly when possible.
  • Reproduce issues, gather details, and write escalation notes for engineering when developer support is needed.
  • Own and manage the support queue in Zendesk.
  • Keep customers updated on the status of their requests and prevent issues from going unanswered.
  • Identify recurring issues and surface insights to improve the product, onboarding, and help documentation.
  • Contribute to FAQs and short walkthroughs to support customers more effectively.

Requirements

  • 2+ years of experience in SaaS customer support, product support, or technical support.
  • Comfortable troubleshooting software, account setup, permissions, integrations, and basic configuration.
  • Able to diagnose and document problems accurately, even without coding expectations.
  • Strong written and phone communication skills.
  • Experience with GoHighLevel.
  • Experience with Zendesk or similar ticketing systems.
  • Experience with ServiceTitan or similar CRMs, preferred.
  • Experience in trades, home services, or field-service software, preferred.
  • Ability to work full-time, 40 hours per week.
  • Availability during 9:00 AM to 5:00 PM EST.
  • English proficiency rating (CEFR) required for the application.
  • Resume must follow Coconut VA Profile Template and be submitted in English.
  • 1-minute introduction video required, preferably recorded with Loom.

Benefits

  • Competitive salary of $2,150 per month.
  • 13th month pay.
  • 12 days of paid time off.
  • 12 paid US holidays.
  • Maternity and paternity leave.
  • Comprehensive healthcare coverage, including life insurance through the full-time HMO plan.
  • Mental health support and wellness resources.
  • Milestone gifts, birthday treats, and team experiences such as island getaways and regional meetups.

Interested in this position?

Apply directly on the company website

Apply Now

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