Customer Support Specialist

About the role

Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard.

This person will be the first line of contact through chat/email with our customers during their shift – Monday to Friday from 9AM to 5PM EST (USA).

• Provide technical support to our customers
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or elevate tickets as needed
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while supporting a wide range of technologies. Identify trends in support requests to help create long-term solutions.
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• Minimum 2 years of relevant experience as technical support/support engineer/customer support or in a similar role
• Experience with troubleshooting in Windows, Linux and MacOS
• Knowledge of cloud computing platforms (Azure, AWS, GCP)
• Good knowledge of working with ticketing systems
• Basic knowledge of SQL (Postgre
  
  SQL)
• Basic knowledge of servers
• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills in English.
• Strong interpersonal skills and ability to work with customers & cross-functional teams.
• Has strong reading comprehension and attention to detail.
• Ability to translate intricate technical details to simple, understandable terms.

This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.

• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
• Career growth opportunities
• Flexible paid time off
• Ongoing training and development opportunities

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.

All roles require reference and background checks.

Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.