IT Support (Level 1)

This is a remote position.

Schedule:

• 20 hours per week
  
• Monday to Friday, 2PM to 6PM, Anaheim CA
  

Client Timezone: US Pacific Time

Client Overview

Join a cutting-edge software company at the forefront of innovation! This dynamic LA-based tech startup is revolutionizing the computer software service industry with its unique product offerings. With a growing customer base and a commitment to exceptional support, they’re poised for explosive growth in the coming years. As they scale their operations, they’re seeking a talented individual to play a crucial role in their customer success strategy.

Job Description

Embark on an exciting journey as an IT Support and Account Manager for a rapidly expanding software company! In this pivotal role, you’ll be the primary point of contact for our valued clients, providing top-notch technical assistance and nurturing key relationships. You’ll have the opportunity to showcase your problem-solving skills, expand your software knowledge, and directly contribute to our company’s success. This position offers a perfect blend of technical support and account management, allowing you to develop a diverse skill set in a flexible, remote environment. As we grow, so will your opportunities – this part-time position has the potential to evolve into a full-time role for the right candidate.

Responsibilities

• Serve as the first line of defense for technical inquiries, swiftly addressing and resolving customer issues with our innovative software product
  
• Provide expert guidance on product usage, ensuring customers maximize the value of our cutting-edge solutions
  
• Manage daily support requests with efficiency and professionalism, maintaining our high standards of customer satisfaction
  
• Proactively reach out to customers during quieter periods, identifying opportunities to enhance their experience and deepen relationships
  
• Conduct thorough follow-ups to ensure complete customer satisfaction and gather valuable feedback for product improvement
  
• Collaborate closely with our internal team, sharing insights and contributing to the continuous enhancement of our software and support processes
  
• Utilize your creativity and initiative to develop strategies for improving customer engagement and retention
  

Requirements

• Minimum 3 years of experience in IT support, technical customer service, or a related field
  
• Strong foundation in computer knowledge and a passion for staying updated with the latest software trends
  
• Exceptional English communication skills, both written and verbal, with the ability to explain complex technical concepts in simple terms
  
• Self-motivated with excellent time management skills, capable of thriving in a remote work environment
  
• Quick learner with the ability to rapidly adapt to new software systems and technologies
  
• Proactive mindset with a talent for identifying and solving problems before they escalate
  
• Enthusiasm for contributing to a growing startup and the ability to wear multiple hats as needed