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Provide remote product support to users, non-users, and advertisers, resolving account and platform issues. This full-time role is based in the Philippines.
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Software Support Technician (Remote, Pennsylvania)
Provide remote technical support for Fullsteam’s business software used by small and medium-sized businesses. Troubleshoot customer issues, test software updates, and maintain clear technical documentation.
विवरण
- Deliver timely technical support by phone and remote internet connection
- Diagnose and resolve software, system, and basic networking problems
- Help customers install, configure, set up, and use software
- Use remote support tools to investigate and resolve customer issues
- Record customer issues, troubleshooting actions, and resolutions in the support ticketing system
- Refer complex or unresolved problems to the appropriate internal team members
- Test software updates and enhancements for potential issues before release
- Record testing outcomes and share findings with the appropriate teams
- Develop and maintain customer-facing setup guides, how-to instructions, and software usage documentation
- Explain technical concepts and software functionality to customers with different levels of technical experience
- Work with internal teams to identify recurring problems, improve support processes, and strengthen the customer experience
- Keep current with company software, new features, and technical procedures
- Find ways to improve efficiency, simplify troubleshooting, and strengthen customer support
आवश्यकताएँ
- Associate degree in information technology, computer science, or a related technical field
- Experience in customer service, help desk support, technical support, or systems administration
- Knowledge of basic networking principles and troubleshooting methods
- Experience using remote desktop or remote support tools
- Experience with support ticketing or help desk systems
- Strong technical writing ability, including clear and accurate customer-facing documentation
- Excellent written and verbal communication skills
- Ability to patiently guide users through software setup, troubleshooting, and use
- Ability to explain technical information to people with varying levels of technical knowledge
- Strong analytical and problem-solving abilities
- Ability to learn new software and technical concepts quickly
- Careful attention to detail when recording issues and resolutions
- Ability to work independently, manage priorities, and collaborate effectively
- Experience supporting business management, retail, point-of-sale, or service-industry software
- Experience troubleshooting Windows applications and computer systems
- Familiarity with software testing and quality assurance practices
- Experience creating user guides, knowledge base articles, or similar technical documentation
- Familiarity with databases, SQL, or other business software technologies
- Experience delivering remote technical support across multiple business locations
लाभ
- Training is available to all new hires
- An inclusive workplace that values diverse perspectives, experience, and backgrounds
- Equal Opportunity/Affirmative Action employer
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