Remote Technical Chat Support Specialist

Annual Salary: $61,529 | 100% Remote

Can Your Curiosity Turn Tech Frustration Into Loyal Fans?

Every question is a chance to make someone’s day easier. Here, your knack for reading between the lines becomes the key to solving problems before they even happen. Imagine being the person who calms a frantic customer in minutes—not just by answering, but by really listening. That’s the difference you’ll make as our Remote Technical Chat Support Specialist.

You’re not just following a script. You’re the calm in the storm for users across the globe. Your empathy and technical acumen transform confusing tech moments into effortless resolutions. It’s about more than chat replies; it’s about building trust, one interaction at a time.

What You’ll Create and Shape

• Be the first voice customers hear—and the one they remember. With each chat, you’ll make support feel human, not transactional.
• Your conversations will reduce ticket volume by anticipating root causes and guiding users toward self-service solutions.
• Translate technical jargon into plain English, providing customers with “aha!” moments and genuine confidence in our platform.
• Spot patterns in customer feedback and partner with product teams to fine-tune features—helping us shape what comes next.
• Mentor peers by sharing insights and crafting knowledge base articles that everyone can use.
• Collaborate with engineering and QA teams to squash recurring bugs quickly.
• Every satisfied customer you help is one more reason for them to choose us again—and share their positive experience with their friends.

Your Daily Flow: Real Impact, Real Growth

No day here looks exactly the same. You’ll start by checking priority chats in our omnichannel support dashboard—no endless call queues, just focused, meaningful conversations. Perhaps you can help a new user set up remote access for the first time. Or you’ll decode a complex connectivity issue for a long-time client who’s stuck. Your troubleshooting doesn’t stop at surface fixes—you’ll follow issues to their root, ensuring a better experience for every user after.

Throughout the day, you’ll swap insights with global teammates over Slack, join quick huddles to align on platform updates, and celebrate small wins—like that customer who called you a “lifesaver.”

Tools and Technology You’ll Master

You’ll work inside a modern, flexible remote environment built for seamless communication:

• Chat platforms: Intercom, Zendesk, or similar tools where instant connections happen.
• Knowledge management: Confluence and Notion to build out self-service resources.
• Issue tracking: Jira, for logging bugs and keeping engineers informed.
• Remote collaboration: Daily syncs on Zoom or Teams, where your voice always matters.
• Analytics: Use reporting dashboards to identify high-impact support trends.

How You’ll Grow and Collaborate

This isn’t a role where you’re boxed in. We move quickly, but you’ll always have space to focus deeply and share new ideas. You’ll partner with product, QA, and design to build solutions that make our service simpler, faster, and more reliable. Your feedback will directly influence feature roadmaps, onboarding experiences, and support automation.

You’ll simplify complex ideas—whether it’s over chat, screen share, or async updates. As our customers’ needs evolve, you’ll have opportunities to train in new platforms and technologies, advancing your own skills while helping others do the same.

What Sets You Up for Success Here

• You simplify the complex. Customers walk away feeling smarter and empowered—never overwhelmed.
• You’ve supported users on digital platforms, ideally with SaaS or cloud-based tools. If you’ve managed chat queues, handled ticketing systems, or owned a knowledge base, you’ll feel right at home.
• Pattern recognition is your superpower: you spot recurring issues and help design solutions upstream.
• You thrive working independently, but love jumping into a team huddle to problem-solve together.
• Detail isn’t lost on you—you test your own fixes and leave things better than you found them.
• Your empathy is as strong as your troubleshooting skills. When someone’s frustrated, you bring clarity, not just solutions.

The Storyline: How One Chat Changed Everything

Last year, a customer logged in from halfway across the world, unable to access their account at a critical moment. Our team member listened, calmly walked through troubleshooting steps, and spotted a subtle issue no one else had caught. The client made their deadline, told everyone how “support felt like magic,” and is now one of our biggest advocates. That’s the kind of impact you’ll make, chat by chat.

Work, Life, and the Way We Support You

We’re a fully remote team built on trust and autonomy. You’ll have flexibility to design your day—plus regular learning sessions, wellness breaks, and virtual hangouts to stay connected. All voices are valued here; we believe everyone brings something unique to the table.

Ready to Make Every Chat Count?

If you’re excited by the idea of helping thousands of users, growing with a forward-thinking team, and making every interaction feel personal, we’re ready to meet you. Let’s build something meaningful together—your next career step starts here.