Customer Technical Support

Location: Remote but must live in the metro Atlanta, GA area

Employment Type: 6-month W-2 contract-to-hire

Compensation: $17/hour W-2 (no flexibility)

This Technical Customer Support role supports external customers by helping resolve account, billing, subscription, installation, and basic technical issues. This is more of a customer support role than a traditional IT help desk position, but candidates should be comfortable troubleshooting software issues, documenting cases, and creating a positive customer experience across phone, email, chat, and ticket queues. Prior external SaaS support experience is strongly preferred.

Responsibilities:

• Provide friendly, empathetic, and professional support to external customers across phone, email, chat, and ticket queues.
• Respond to high-volume customer requests while helping the team meet SLA expectations.
• Manage an individual case queue, resolve aging requests, and document all customer interactions clearly and accurately.
• Assist customers with account and subscription management, billing and invoicing questions, refunds, login issues, account authorization, entitlement management, downloads, and installation.
• Troubleshoot basic technical issues related to software access, plugins, crashes, bug tracking, cache/cookie issues, and general application usage.
• Use knowledge base articles and internal resources to resolve issues or properly qualify cases for escalation.
• Remotely support users when needed to help diagnose and resolve software or account-related issues.
• Maintain professionalism and composure while supporting customers in a fast-paced, high-volume environment.
• Continue learning products, internal systems, and support processes through training and ongoing education.

Required Skills:

• 2+ years of experience supporting customers through phone, email, chat, or ticketing systems.
• Strong customer service skills with the ability to create a positive customer experience and build trust with users.
• Experience supporting external customers in a SaaS, software, technical support, customer support, or Level 1 help desk-style environment.
• Ability to troubleshoot software, account, login, billing, installation, and basic technical issues.
• Strong written and verbal communication skills, including active listening, empathy, patience, and clear documentation.
• Experience documenting customer interactions, troubleshooting steps, and resolutions in a ticketing system.
• Strong time management and prioritization skills in a high-volume case queue environment.
• Technical proficiency with computer systems, software applications, email platforms, office productivity tools, and modern support systems.

Preferred Skills:

• Salesforce experience for ticketing, case management, documentation, or customer support workflows.
• External SaaS support experience.
• Experience with design, creative, engineering, architecture, or technical software support.
• Experience with Windows and Mac troubleshooting.
• Familiarity with remote support tools, customer support software, and knowledge base resources.
• Experience handling account management, subscriptions, refunds, billing, login issues, and software installation support.