Remote Technical Support Specialist (Based in NC)

Start with Support That Truly Matters

Ever find satisfaction in being the person who saves the day? Here, your knack for turning complex tech puzzles into moments of clarity becomes a true superpower. This role isn’t about ticking off tickets—it’s about delivering experiences that leave users relieved, empowered, and more confident in their tech journey. As a remote Technical Support Specialist, you become the calm in someone’s storm, guiding people with patience and precision.

The Impact You’ll Make

Every chat, call, or screen share is an opportunity to restore productivity and make someone’s day run more smoothly. You won’t just “answer questions”—you’ll help users feel seen, heard, and capable. Your steady hand is the reason someone gets back to work, keeps their business running, or solves that one issue that’s been haunting them for days. That sense of relief? You deliver it every time.

What Awaits You Day-to-Day

Meaningful Connections

• Be the reassuring voice customers rely on when technical challenges pop up.
• Guide users—whether novice or expert—through troubleshooting steps with empathy and real-world language, avoiding jargon.
• Your ability to simplify complex ideas—whether it’s over Zoom, Slack, or email—translates frustration into gratitude.

Creative Problem Solving

• See every issue as a puzzle worth solving, not a ticket to close. You’ll get to the heart of problems, not just the symptoms.
• Utilize diagnostic tools and remote collaboration platforms to investigate and resolve both recurring and one-time technical issues thoroughly.

Cross-Functional Partnerships

• Work alongside experts from engineering, product, and customer care to create solutions that actually stick—your ideas will help shape updates that benefit everyone, not just put a temporary patch on the problem.
• Your clear feedback loops fuel improvements, spark feature updates, and inform roadmap decisions for the wider support team.

Proactive Service

• Identify spot patterns in user reports and take the initiative to prevent issues before they escalate.
• Contribute to our evolving knowledge base so users find answers—even before they reach out.

Tools, Tech & Remote Environment

• Daily, you’ll use remote desktop support tools, collaboration platforms like Zoom, and ticketing systems such as Zendesk or Freshdesk.
• We utilize shared documentation on Notion, real-time team syncs via Slack, and occasional video calls to stay connected—distance never means disconnection.
• Your workspace? Wherever you feel most focused and comfortable, whether that’s a home office in Charlotte, a kitchen table in Asheville, or a favorite local spot.

Qualifications That Set You Up for Success

• Prior experience in technical support, IT help desk, or troubleshooting roles (remote experience is a plus, but not required).
• You simplify the complex, no matter the channel. Customers walk away confident, not confused.
• You bring patience and tenacity, especially when the answer isn’t apparent.
• Familiarity with remote support platforms, Windows and Mac environments, and ticketing systems is highly valued.
• A drive to learn: You’re always sharpening your skills, and you thrive when the tech stack evolves.
• You approach every interaction with integrity and take privacy seriously—protecting customer data comes naturally to you.

The Work Environment—Designed for Deep Focus and Real Connection

• We move quickly, but you’ll always have the space you need to dive deep and solve problems with care.
• You’ll partner with design, engineering, and support to build unified solutions for our users. Your voice isn’t just welcomed—it’s needed.
• Flexibility is real: Plan your workday in ways that help you show up as your best self, without feeling like you're clock-watching.
• Success here means striking a balance between empathy, efficiency, and resourcefulness in a supportive, human-first remote culture.

What You’ll Get in Return

• An annual salary of $57,700—your expertise deserves to be rewarded.
• Work-from-anywhere freedom across North Carolina, with the trust and autonomy to manage your day.
• Ongoing learning opportunities, mentorship, and regular check-ins—so you keep growing, not just grinding.
• A connected team, even at a distance. We value genuine conversations and bring a sense of humor to our daily syncs.
• The satisfaction of knowing you’ve made a difference—sometimes with just a single call or message.

Your Next Chapter Starts Here

If you’re energized by solving problems and supporting people—and you want to do it from wherever you feel most inspired—this role could be your perfect fit. Let’s build something purposeful together. If you’re ready to make an impact from day one, we’re excited to meet you.

Remote opportunity with global reach — applications are welcome from candidates in any country.