Technical Success Specialist, (Full-time, Remote)

2 hours, 50 minutes ago
Full-time
Mid Level
Technical Writing and Documentation
Fresh Prints

Fresh Prints

Fresh Prints specializes in providing custom apparel and promotional products, offering over 1000 designs and 500 branded items tailored to the latest retail fashion trends, with a focus on serving student groups and organizations across various campuses.

Textiles, Apparel & Luxury Goods
251-1K
Founded 2009

Description

  • Investigate and resolve customer inquiries about Balto products and services.
  • Own complex, multi-part technical issues from investigation through resolution.
  • Communicate with customers through email and video conferencing.
  • Collaborate with Customer Success, Implementation, and Sales teams on post-sales support.
  • Identify root causes and solutions for reported technical issues.
  • Guide customers through troubleshooting steps and follow up to confirm resolution.
  • Log customer calls and support requests accurately.
  • Create technical documentation for internal and external audiences.
  • Troubleshoot complex integration issues and conduct post-launch integration checks.
  • Escalate only engineering-level issues to the Engineering team.

Requirements

  • Strong troubleshooting, deductive reasoning, and root-cause analysis skills.
  • Highly organized and methodical approach to support work.
  • Comfortable working in a customer-facing role with strong rapport-building skills.
  • Knowledge of networking, firewalls, and VPNs.
  • Clear and concise written and verbal communication skills.
  • Ability to contribute to and adapt evolving support procedures.
  • Strong proficiency with Windows 10+ and macOS environments.
  • Knowledge or experience with CCaaS or VoIP softphone applications preferred.
  • Experience reading, writing, or editing Python, JSON, HTML, CSS, or JavaScript preferred.
  • Experience with DataDog preferred.

Benefits

  • Compensation of $650–$800.
  • Robust vacation and paid time off schedule.
  • US shift working hours.

Interested in this position?

Apply directly on the company website

Apply Now

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