Technical Customer Support Specialist ( Remote) Location: Remote ( Must work CST hours) Pay Rate: $23–$28/hr (Weekly pay + Medical Benefits) Duration: 6 months (strong potential for extension) Schedule: Full-time, Monday–Friday, 8:00 AM–5:00 PM CST
Top Must-Haves
• Technical Customer Support Experience: 1–5 years of experience in technical support in a customer-facing technical role.
• Must have Excellent Written & Verbal Communication: Strong professional communication skills, including excellent grammar, the ability to write polished customer emails, and respond clearly and professionally through live chat. Must be articulate, engaging, and comfortable speaking with customers.
• Customer Service & Problem-Solving: Strong customer service mindset with the ability to ask the right questions, understand customer concerns, troubleshoot issues, and take ownership of customer requests through resolution.
• Ticketing Systems: Hands-on experience using ticketing or case management systems such as Zendesk, Jira, or similar platforms. Must be comfortable managing a high volume of customer requests and maintaining organized ticket queues.
• Important: The company is looking for someone who communicates exceptionally well, asks the right questions, actively engages in conversations, and demonstrates a genuine commitment to customer service. They are not looking for someone who simply sits back and provides minimal responses.
About the Role Our client provides technology solutions that help brands and retailers connect with consumers through customer-generated content, digital shopping experiences, and consumer insights. Their platform helps businesses collect and distribute content across retail, social, and search channels while using real-time feedback and analytics to improve customer engagement and business results. The Technical Customer Support Specialist provides front-line technical assistance and exceptional customer service to clients using the company's technology platforms. This role involves responding to a high volume of customer inquiries primarily through live chat, along with email and occasional phone support. The ideal candidate is an excellent communicator who enjoys helping customers, knows how to ask the right questions, and can confidently guide customers through technical questions and issues. Strong written communication is especially important, as much of the daily workload involves responding to customers through chat and email. Candidates do not need advanced programming or engineering experience. However, they should have a basic understanding of common web technologies, including HTML, CSS, and JavaScript, and be familiar with what these technologies are and how they are generally used. The company will provide training on its products and platforms. Success in this position will depend heavily on communication skills, customer service, problem-solving abilities, technical aptitude, and the willingness to learn.
Key Responsibilities
- Respond to a high volume of customer inquiries primarily through live chat, with additional support provided through email and occasional phone interactions.
- Provide professional, clear, and timely responses to customer questions, ensuring excellent grammar, written communication, and customer service throughout each interaction.
- Ask thoughtful questions to understand customer concerns, gather relevant information, and identify the appropriate next steps for resolving issues.
- Troubleshoot basic to moderately complex technical issues related to the company's products and technology platforms.
- Manage customer support tickets from initial contact through resolution, ensuring accurate documentation, appropriate follow-up, and timely responses.
- Navigate ticketing systems and maintain organized case queues while prioritizing requests based on urgency and customer needs.
- Recognize when an issue requires additional technical assistance and escalate cases to the appropriate internal teams.
- Communicate technical information in a way that is easy for customers to understand, regardless of their technical background.
- Maintain a strong understanding of company products and support procedures through training and ongoing learning.
- Collaborate with team members and management to ensure consistent customer support and a positive customer experience.
- Meet established performance expectations, including response times, ticket management, productivity, and customer satisfaction metrics.
Required Qualifications
- 1–5 years of experience in technical support or help desk support in a customer facing role.
- Excellent written and verbal communication skills. Must be able to communicate professionally, write clear and grammatically correct emails, and respond effectively to customers through live chat.
- Strong customer service skills with a genuine interest in helping customers and creating positive customer experiences.
- Ability to ask the right questions, actively engage with customers, gather information, and guide conversations toward a resolution.
- Experience using ticketing or case management systems such as Zendesk, Jira, or similar platforms.
- Comfortable working in a high-volume support environment, particularly managing multiple customer conversations and responding to a large number of chat inquiries throughout the day.
- Basic familiarity with web technologies such as HTML, CSS, and JavaScript. Should recognize these technologies and be comfortable discussing them at a basic level. Advanced technical knowledge or coding experience is not required.
- Basic knowledge of terms like front end web technologies
- Ability to understand customer issues, perform basic technical troubleshooting, and determine when an issue needs to be escalated.
- Strong attention to detail, organization, and the ability to manage multiple priorities while maintaining response quality.
- Comfortable learning new software, technology platforms, and internal support procedures.
- Dependable, professional, proactive, and able to work independently in a remote environment.
- Must be available to work Monday–Friday, 8:00 AM–5:00 PM CST.
Preferred Qualifications
- Experience using Salesforce.
- Experience supporting enterprise customers, business clients, retailers, or technology platforms.
- Familiarity with online platforms, e-commerce, digital content, or web-based applications.
- Experience handling high-volume live chat support.
- Familiarity with AI tools and technology used to improve customer support workflows.
Soft Skills & Core Competencies
• Exceptional Communication: Articulate, professional, and confident when communicating with customers. Strong grammar, writing, and conversational skills are essential.
• Customer-Focused: Genuinely enjoys helping customers, demonstrates patience, and takes ownership of customer concerns.
• Engaging & Proactive: Asks thoughtful questions, actively participates in conversations, and does not simply wait for customers or colleagues to direct the interaction.
• Problem-Solver: Uses critical thinking and sound judgment to understand issues and identify appropriate solutions.
• Professionalism: Maintains a positive, helpful, and professional approach across chat, email, and phone interactions.
• Adaptability: Comfortable learning new products, systems, and technology in a fast-paced environment.
• Accountability: Manages workload independently, follows through on commitments, and takes responsibility for customer requests.
• Team-Oriented: Works collaboratively and contributes to a positive, supportive team environment.
Interview Process Round 1 – Live Technical Assessment (45 minutes) Candidates will participate in a live technical assessment with a manager via Microsoft Teams. This assessment will evaluate their technical aptitude, problem-solving approach, and ability to work through support-related scenarios. Most importantly- communication skills, and asking the right questions. Round 2 – Final Interview / Cultural Fit The final interview will be with another manager and will focus on communication style, customer service approach, engagement, personality, and alignment with the company's values and team culture. Important: The company is looking for someone who communicates exceptionally well, asks the right questions, actively engages in conversations, and demonstrates a genuine commitment to customer service. They are not looking for someone who simply sits back and provides minimal responses.
TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.