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Summary:
Commure + Athelas is looking for a Technical Support Agent to join their growing team. The role involves providing technical support for Strongline applications, troubleshooting software, hardware, and network issues, and collaborating with various teams to improve product quality. The position is fully remote and requires availability to work evenings, overnights, and weekends.
Responsibilities:
- Provide technical support for Strongline applications via phone, email, and web.
- Navigate, troubleshoot, and resolve application, system, and network connectivity issues remotely on handheld devices and personal computers.
- Document and maintain support cases in the company CRM (Salesforce).
- Provide explanations of application functionality and usage to clients.
- Document solutions to problems and contribute to the knowledge base.
- Interface with Product Management and Product Development to improve product design and quality.
- Collaborate with Product Development, QA, and Development teams on product issues and bug resolutions.
- Occasionally assist with installation and configuration support for the Technical Services Deployment team.
Requirements:
- 0-2 years of professional experience in a Customer Support role.
- Bachelor’s degree or equivalent work experience preferred.
- Strong hardware and software troubleshooting skills.
- Comfortable balancing project work with interrupt-driven responsibilities.
- Excellent oral and written communication skills; ability to explain technical situations to a lay audience.
- Availability to work evenings, overnights, and weekends.
Benefits:
- Dental insurance.
- Health insurance.
- Paid time off.
- Parental leave.
- Vision insurance.
