Technical Customer Support Specialist

Boston, MA Remote Available
Full-time $20.00 - $25.00
Posted 04/25/2025

Technical Customer Support Specialist

Position Overview
The Technical Customer Support Specialist is integral to the success of the SIMS business, acting as the main point of contact for client service requests while managing data integration and guiding new clients through the implementation process. Reporting to the Technical Support Manager as part of the Operations team, this role goes beyond technical support by fostering strong client relationships and ensuring seamless onboarding. Success requires a combination of extensive customer service experience, in-depth product knowledge, and a versatile technical skill set. By addressing client needs, resolving challenges, and tailoring services to align with business goals, the specialist directly contributes to client satisfaction and long-term success.

Key Responsibilities

  • Provide technical assistance and support for incoming queries and issues related to software applications and hardware.
  • Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
  • Diagnose and troubleshoot technical issues, documenting solutions in the knowledge base.
  • Assist clients with system administration tasks and provide training on software applications.
  • Manage and resolve customer tickets using ticketing systems, ensuring timely follow-up and resolution of issues.
  • Collaborate with other departments to escalate complex issues and drive resolutions.
  • Conduct remote support sessions to assist clients directly with technical problems.
  • Maintain a clear and comprehensive documentation of customer interactions and resolutions.
  • Facilitate knowledge base management to help improve support processes and client self-service options.

Qualifications

  • 1+ year of experience in a client-facing role managing software clients.
  • Bachelors Degree in Computer Science, related degree, or equivalent experience. 
  • Strong knowledge of software applications and hardware troubleshooting.
  • Strong and demonstrable customer service experience.
  • Experience supporting a SaaS based application.
  • Familiarity with networking concepts and system administration tasks.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.

IMPORTANT NOTE: This position is a contract role with the intention of transitioning into a permanent hire.

Benefits

  • $20 - 25 / hour
  • Medical, dental, vision insurance
  • Life insurance
  • 401(k) with employer match
  • HSA & FSA offerings
  • PTO & sick time
  • Company paid holidays
  • Career development opportunities

 

For this position you must be currently authorized to work in the United States. We do not sponsor for this position.

Additional ways to apply

Preferred Skills

Marin Lowry is recruiting for this position and the positions below.
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Employees will receive paid leave to the extent required by state or local law. This job was first posted by CyberCoders on 04/25/2025 and applications will be accepted on an ongoing basis until the position is filled or closed.

CyberCoders, Inc is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please contact a member of our Human Resources team to make arrangements.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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