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.