More Staffing LLC is hiring a Tech Support Specialist to assist customers with questions ranging from transactional to complex technical issues. In this role, you'll provide solutions and guidance for navigating our platform, contributing to a seamless customer experience as part of our Support team.
What You'll Do
- Create a warm, friendly, and effortless customer experience.
- Provide customer support through asynchronous messaging, live chat, phone, email, video calls, recordings, and help desk software.
- Enhance the customer experience by creating guides and walkthroughs.
- Document solutions and stay up-to-date with platform updates.
- Provide aesthetic and functional solutions for customers creating websites, including work with images, text, media, forms, SEO, navigation, branding, and scripts.
- Provide insight on billing and plan inquiries.
- Assist customers with account settings and configurations, including user management, password resets, notifications, and analytics.
- Provide insight and solutions for the partner program, commission system, and payouts.
- Provide insight and solutions for the Hero program, verifying achievements and coordinating rewards.
- Assist customers with creating and configuring email broadcasts, sequences, newsletters, and custom email domains.
- Assist customers with configuring podcasts, uploading transcripts, and addressing SEO and file compatibility questions.
- Provide insight and solutions on the Coaching feature, including session creation and third-party scheduler configuration.
- Provide guidance on Community features including creation, management, and moderation.
- Assist with online course and lesson creation, including uploading media, compressing files, using templates, and configuring availability.
- Assist with pricing configurations across products, including payments, subscriptions, coupons, and affiliate links.
- Provide guidance for mobile app users including troubleshooting, updates, and navigation.
- Assist with creating and configuring marketing Funnels and Events, including automations and opt-in forms.
- Provide solutions for using the CRM tool, including segmenting tags, managing contact lists, and creating assessments.
- Provide insight into analytics such as revenue, subscriptions, opt-ins, page views, and sales.
- Collaborate with Senior Specialists (Tier 2) for investigative research on support tickets.
- Support the Help Center team with technical context for documentation.
- Provide feedback and suggestions to the CX Operations team to improve processes.
- Be part of ongoing initiatives to build a world-class support experience.
What We're Looking For
- 3+ years of SaaS troubleshooting experience in a fast-paced Technical Support environment.
- Rapid learning ability and mastery of web-based software.
- Passion for customer support and willingness to help others.
- Excellent interpersonal and communication skills, especially under time-sensitive conditions.
- Strong analytical and investigative abilities with a desire to go beyond surface-level issues.
- Intermediate knowledge of Front-End Web Development (HTML, CSS, JavaScript, Liquid, SEO, RSS) with motivation to improve further.
- Experience with CRM platforms and contact list management.
- Intermediate understanding of DNS, CNAME, and SSL.
- Basic understanding of email deliverability principles.
- Solid analytical and troubleshooting skills.
- Quick comprehension and adaptability to new concepts.
- Team player with strong organizational skills and attention to detail.
Nice to Have
- Bachelor’s Degree in MIS, Computer Science, or related field, or equivalent experience.
- Recognized as a high-performing, go-to team member.
- Ability to explain technical concepts clearly to a wide range of audiences.
- Passion for learning and teaching—more emphasis on ability to learn than prior knowledge.
- Self-starter with the ability to work independently while contributing to team goals.
- Willingness to raise and contribute to process improvements.
- Experience using customer support platforms like Zendesk or similar tools.
Technical Stack
- HTML, CSS, JavaScript, Liquid
- SEO, RSS
- CRM platforms
- DNS, CNAME, SSL
Team & Environment
You will report to a Team Lead and be a key member of the Support team.
Work Mode
This is a remote position.
More Staffing LLC is an equal opportunity employer.
