Platform Science is hiring a Tech Support Specialist to join our Customer Success team. In this role, you will assist customers with the technical issues they encounter while using our products and services. You'll be responsible for resolving questions, recommending solutions, and guiding users through features and functionalities.
What You'll Do
- Resolve customer questions and recommend technical solutions.
- Guide product users through features and functionalities.
- Diagnose and troubleshoot technical issues, including providing heavy Android application support.
- Track calls to resolution within agreed time limits.
- Talk customers through a series of actions via phone, email, or chat to solve technical issues.
- Properly escalate unresolved issues to appropriate internal teams.
- Provide prompt and accurate feedback to customers and log cases in Salesforce.
- Document technical knowledge in the form of Knowledge Base articles within Salesforce.
- Maintain courteous and professional relationships with clients.
- Analyze and report product malfunctions by testing different scenarios.
- Update internal databases with information about technical issues and useful discussions.
- Share feature requests and effective workarounds with team members.
- Gather customer feedback and document using company tools.
What We're Looking For
- Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician, or similar role.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and troubleshoot basic technical issues.
- Familiarity with remote desktop applications and help desk software (e.g., Salesforce).
- Ability to provide step-by-step technical help, both written and verbal.
- Experience using help desk software and remote support tools.
- Excellent communication and problem-solving skills.
- Ability to work well under pressure.
- Flexibility to potentially work shift hours.
Technical Stack
- Android
- Salesforce
Team & Environment
You will be a member of the Customer Success team at Platform Science.
Benefits & Compensation
- Compensation: $26.64-$30.00 per hour
- Medical, dental, and vision insurance
- Short-term and long-term disability insurances
- AD&D and life insurance
- 401k plan
- Paid vacation, sick leave and holidays
- Six weeks of paid parental leave
Work Mode
This is a remote position. Candidates must be located in the following US states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, KY, MA, MD, MI, MN, MO, NC, NH, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI.
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
