Technical Support Specialist

5 days ago

Remote, Oregon, United States Conversica Full time

We're hiring a Technical Support Specialist (Tier 1) to join our remote team in the U.S.

In this entry-level role, you'll be the first line of support for Conversica customers. You'll provide outstanding service, guided troubleshooting, and a clear, confident voice when customers need help. You'll triage support tickets, assist with product navigation and account updates, and collaborate with Tier 2 Support Engineers and cross-functional teams. If you're energized by helping others, curious about how software works, and looking to build hands-on experience in the SaaS world, this could be a great fit.

Responsibilities
    • Deliver timely and professional support to customers via email, phone, and live chat.
  • Troubleshoot and diagnose technical issues related to Conversica's software, following standardized processes.
  • Use internal systems (e.g., Zendesk, Salesforce) to manage, prioritize, and track support tickets.
  • Escalate complex issues to Tier 2 support and proactively communicate status updates to stakeholders.
  • Identify recurring issues or trends and share observations with the team.
  • Apply product customizations and optimizations submitted by the Customer Success team.
  • Support the knowledge base by documenting common solutions or FAQs.
  • Collaborate with teammates to ensure a high-quality customer support experience.
Qualifications
    • 1+ years in a SaaS, IT, or Help Desk support role (or relevant internship experience).
  • Excellent written and verbal communication skills.
  • Strong technical aptitude and problem-solving skills.
  • Ability to work independently and prioritize multiple tasks in a fast-paced environment.
  • Familiarity with support tools such as Zendesk, JIRA, Salesforce, or similar.
  • Basic understanding of CRMs, marketing platforms, or willingness to learn.
  • Interest in learning foundational SQL concepts over time.
  • High school diploma or equivalent required; associate degree or higher preferred.
  • Willingness to occasionally work weekends or holidays as needed.

This is a full-time, hourly, non-exempt role. The hourly pay range for this position is $24.00 to $27.00, depending on market location and experience. Conversica offers a comprehensive benefits package including health, dental, vision, PTO, holiday pay, and 401(k).

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.

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