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Technical Support Representative

We are seeking a Technical Support Representative who will be responsible for assisting customers with technical issues related to our software products. The ideal candidate is tech-savvy, customer-focused, and capable of troubleshooting a wide range of technical challenges. This role requires strong communication skills and the ability to explain complex technical issues in a simple, clear manner.

Job Responsibilities:

  • Provide timely and accurate technical support to customers via phone, email, and chat, troubleshooting and resolving software-related issues.
  • Escalate unresolved issues to technical teams, ensuring proper follow-up and resolution.
  • Document customer interactions and technical issues in the CRM system for accurate records.
  • Assist with software installation, updates, configurations, and basic customer training when necessary.
  • Collaborate with cross-functional teams to resolve issues and enhance the user experience.
  • Provide feedback to the development team on potential bugs and suggest product improvements based on customer interactions.
  • Perform other duties as assigned.

Pay: TBD

  • Proven experience as a Technical Support Representative or in a similar customer support role within a software or technology company.
  • Strong understanding of software troubleshooting, installations, and updates across multiple platforms (Windows, macOS, etc.).
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  • Familiarity with help desk and remote desktop tools, as well as CRM systems for tracking customer issues.
  • Analytical and problem-solving skills, with keen attention to detail and the ability to manage multiple support requests in a fast-paced environment.
  • Patience, empathy, and a strong desire to assist customers in resolving technical issues.

What we Offer:

  • Opportunities for growth and advancement
  • Competitive compensation package, including Philcare HMO

Work Hours:

  • Full-time, PST, Remote

Average salary estimate

$60000 / YEARLY (est.)
min
max
$50000K
$70000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Technical Support Representative, Treantly

Join our dynamic team as a Technical Support Representative, where you’ll play a pivotal role in providing exceptional service to our customers. At our innovative software company, we prioritize customer satisfaction and are looking for someone who can actively troubleshoot technical issues and guide our users through various challenges. In this full-time remote role, you will assist customers via phone, email, and chat, helping them resolve software-related concerns effectively. Your tech-savvy nature and outstanding communication skills will shine as you simplify complex technical knowledge for users who may not be as familiar with technology. You will document customer interactions in our CRM system, ensuring precise records of all issues. Moreover, you'll collaborate with cross-functional teams to enhance the overall user experience and provide insights to our development team about potential bugs and areas for improvement. If you have a proven track record in a technical support role, a solid grasp of troubleshooting across different platforms, and a passion for helping others, we’d love to hear from you! We also offer competitive compensation, opportunities for growth, and comprehensive benefits, including Philcare HMO. If you’re ready for an exciting journey in tech support, apply now and help us make a difference!

Frequently Asked Questions (FAQs) for Technical Support Representative Role at Treantly
What are the responsibilities of a Technical Support Representative at our company?

As a Technical Support Representative, your primary responsibilities include providing timely technical assistance to customers via various communication channels, troubleshooting software issues, and assisting with installations and updates. You will document all customer interactions in our CRM system, collaborate with the technical team on unresolved issues, and share customer feedback to enhance product offerings.

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What qualifications do I need to become a Technical Support Representative in this company?

To become a Technical Support Representative with us, you need proven experience in a similar role within a technology or software sector. An understanding of software troubleshooting, installations, and a familiarity with help desk tools are essential. Your strong communication skills and ability to articulate complex issues simply will be vital in this position.

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What skills are important for a Technical Support Representative working for our company?

Crucial skills for a Technical Support Representative at our company include excellent verbal and written communication, analytical and problem-solving abilities, and a keen attention to detail. You should also have the patience and empathy to assist customers and manage multiple support requests simultaneously in a fast-paced environment.

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What can I expect in terms of work hours and flexibility as a Technical Support Representative?

In this full-time Technical Support Representative role, you'll be working on a PST schedule from the comfort of your home. We offer flexibility while ensuring that customer support is available during crucial hours, enhancing work-life balance and helping you thrive.

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What growth opportunities are available for Technical Support Representatives in this company?

Our company encourages professional development and promotion from within. As a Technical Support Representative, you can pursue various career paths in customer success, technical training, or software development, depending on your interests and aspirations.

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Common Interview Questions for Technical Support Representative
How do you handle difficult customer interactions as a Technical Support Representative?

When facing difficult customer interactions, I prioritize active listening to fully understand their concerns. I maintain a calm demeanor, express empathy, and focus on finding a solution effectively. I believe that every negative interaction can be turned into a positive experience through sincere support.

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Can you describe a time when you had to troubleshoot a complex technical issue?

Absolutely! In my previous role, there was a case involving a software installation that was failing for multiple users. I gathered relevant information, narrowed down the potential causes, and collaborated with the technical team to identify that a specific setting was causing the issue. Once it was resolved, I created documentation to aid future troubleshooting.

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What tools are you familiar with for providing technical support?

I have experience with various help desk software and remote support tools, such as Zendesk and TeamViewer. Additionally, I am comfortable using CRM systems to log customer interactions and track issues efficiently, ensuring consistent follow-up and resolution.

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How do you stay current with the latest software trends and updates for technical support?

I actively participate in online webinars, read industry blogs, and follow tech news to stay updated. Additionally, I engage in peer discussions to share insights and learn about issues faced by other support teams, ensuring my knowledge remains fresh and relevant.

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What would you do if you couldn’t solve a customer’s issue immediately?

In such cases, I would reassure the customer that their concern is important and that I am committed to finding a resolution. I would gather all necessary information and escalate the issue to the appropriate team, ensuring the customer is updated on the progress while I follow up on their case.

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How do you prioritize tasks when managing multiple support requests?

I use a combination of urgency and impact assessment to prioritize tasks. Critical issues affecting multiple users get immediate attention, while individual concerns are addressed based on complexity and resolution time. Keeping organized notes helps me manage my workflow effectively.

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What is your approach to documenting customer interactions?

I believe documentation is crucial for maintaining accurate records. My approach is to provide detailed notes on each interaction, including the customer's issue, steps taken for resolution, and any follow-up actions required. This transparency helps my team and the customer stay informed.

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Describe your experience in conducting software training for customers.

I’ve conducted several training sessions for customers to familiarize them with our software. I customize training based on user expertise level, ensuring clarity and engagement. My goal is to empower users to navigate the software effectively, which can minimize support requests in the future.

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How do you ensure clear communication with non-technical users?

To communicate effectively with non-technical users, I break down complex concepts using simple language, analogies, and examples. Additionally, I encourage questions and confirm understanding to ensure they feel confident moving forward with the support process.

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Why do you want to work as a Technical Support Representative for our company?

I am excited about the opportunity to work with your company because of its commitment to excellent customer service and the innovative technology solutions you provide. I believe my background in technical support aligns well with your mission to enhance user experiences through dedicated assistance.

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Full-time, remote
DATE POSTED
March 11, 2025

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