68,182 Field Service Management jobs in the United States

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
**This position reports to** : GM, Field Service Management
**The Team:**
The CRM and Industries Workflows products enable organizations to create seamless customer experiences and drive fierce customer loyalty. Our products, Customer Service Management, Sales and Order Management and Field Service Management, and Industry verticalized solutions, deliver omnichannel customer engagement and operations while uniting the front, middle, and back office teams to sell, fulfill and service through a single AI-powered platform.
**The Role:**
Outbound Product Managers are key to help us scale as we continue to be one of the fastest-growing business units at ServiceNow. Outbound Product Managers combine a deep understanding of product capabilities, and market and competitive dynamics, with a passion to inform roadmap and help our GTM, partner and customer ecosystem understand the value delivered.
**What you get to do in this role:**
+ Create high-quality enablement content that describes the value of the product innovation with a focus on Field Service Management solution
+ Develop a deep understanding of and document, customer use cases and success outcomes to influence the product roadmaps
+ Develop best practices assets including early product demos to drive product adoption by customers and partners
+ Become a trusted resource to promote the FSM product vision with industry influencers, strategic partners and analyst firms.
+ Work in close coordination with Inbound Product Management, Product Marketing, Product Success and Technical Alliances to define product strategy, release themes, go-to-market and customer adoption plans.
+ Lead cross-functional teams to accomplish our goals
+ Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
+ 8+ years of Product Management or related experience in the Field Services Management domain is a must
+ Experience in Solution Consulting/Solution Architecture/Enterprise Architecture functions are a plus
+ Very strong written and oral communication skills
+ Strong bias towards action, being hands-on with product, and a sense of urgency to "win" in the market
+ Excellent people and management skills to interact with customers, executive staff, colleagues and cross-functional teams, and third parties
For positions in this location, we offer a base pay of $163,600 - $286,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
**Work Personas**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here ( . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Description
Do you want to be part of a team that is building industry changing technology? Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). It's mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.
The Kuiper Field Services team is looking for a software engineer to join our team. Field Services Management (FSM) plays a critical role to ensure Kuiper customers can install the antenna required to access Kuiper internet. FSM systems own technician hiring, training and onboarding; Territory management; technician scheduling and dispatch; workforce management; and integrating with Kuiper app and website, Customer Service applications to schedule, manage and track installations.
We are a team that enjoys solving hard problems and delivering incrementally. We strive to create a culture that is collaborative, empathetic, inclusive and diverse.
Key job responsibilities
- You solve difficult problems, applying appropriate technologies and best practices.
- You work with your team to invent, design and build software that is stable and performant.
- You are proficient in a broad range of design approaches and know when it is appropriate to use them (and when it is not). Your solutions are pragmatic.
- You consider the legacy of the code you produce and write code that an SDE unfamiliar with the system can understand.
- You limit the use of short-term workarounds. You do things with the proper level of complexity the first time (or at least minimize incidental complexity).
- You create flexible software without over-engineering. You make appropriate trade-offs, re-use where possible, and are judicious about introducing dependencies.
- You are efficient with resource usage (e.g., system hardware, database, memory/CPU, etc.)
**This role is located in Redmond, WA and candidate will be required to be onsite. No location flexibility.
Export Control Requirement
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
About the team
The Software and Networking organization is responsible for all of the software, services and infrastructure needed to securely and safely fly each Kuiper satellite, manage Kuiper's satellite constellation, control Kuiper's ground infrastructure and deliver highly available network services to our customers around the world.
Basic Qualifications
- 3+ years of non-internship professional software development experience
- 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience programming with at least one software programming language
Preferred Qualifications
- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Bachelor's degree in computer science or equivalent
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129,300/year in our lowest geographic market up to $223,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.

Certiport is the leader in computer-based testing for academic testing programs around the world. Certiport provides a full suite of services from Learning courseware, practice tests to exam delivery through a secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.
Certiport is a Pearson VUE business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).
The **Technical Support Specialist** is responsible for providing first level technical support to Certiport's test centers. The Technician also acts as first level support for our development team and as a resource for other internal support needs.
Provides Technical Support for all Certiport exams, assessments and practice tests delivered to Certiport Authorized Partners (CAP) and Certiport Authorized Testing Centers (CATC) using phone, chat and email.
**Essential Duties and Responsibilities** include the following:
+ Responds to incoming technical support requests within 90 seconds
+ Provides assistance and input to Certiport's Knowledge Base (KB) to improve customer satisfaction and response times
+ Uses telephone as well as email and web support solutions to provide support.
+ Records each support call and related support ticket issue in Certiport's technical support system
+ Recommends and provides remedial actions to correct problems
+ Coordinates activities with help desk, network services, or other information systems groups.
+ Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
+ Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
+ Assists customers with the correct installation, management and maintenance and proper use of Certiport's Compass, EFH and Compass Cloud engines.
+ Attends scheduled training as required to maintain skills
+ Any other duties as assigned by the Technical Support Manager
+ Other duties may be assigned.
**Competency** :
To perform the job successfully, an individual should demonstrate the following competencies:
+ Analytical - Uses intuition and experience to complement data, Designs workflows and procedures.
+ Design - Demonstrates attention to detail.
+ Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
+ Project Management - Completes projects on time and budget. Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
+ Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
+ Interpersonal - Maintains confidentiality. Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
+ Team Work - Balances team and individual responsibilities; Gives and welcomes feedback.
+ Leadership - Inspires and motivates others to perform well; Inspires respect and trust; Accepts feedback from others.
+ Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
+ Business Acumen - Aligns work with strategic goals. Cost Consciousness - Works within approved budget.
+ Ethics - Upholds organizational values.
+ Organizational Support - Supports organization's goals and values.
+ Adaptability - Able to deal with frequent change, delays, or unexpected events.
+ Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
+ Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
+ Innovation - Displays original thinking and creativity; Generates suggestions for improving work.
+ Judgment - Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
+ Motivation - Takes calculated risks to accomplish goals.
+ Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
+ Professionalism - Reacts well under pressure; Accepts responsibility for own actions; Follows through on commitments.
+ Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
+ Quantity - Completes work in timely manner; Strives to increase productivity; Works quickly.
**Qualifications** :
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Education/Experience** :
Bachelor's degree (B. A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
**Language Ability** :
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. The ability to read, write and speak another language is a distinct advantage.
**Reasoning Ability** :
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
**Computer Skills** :
To perform this job successfully, an individual should have a thorough knowledge of the Microsoft Windows, Mac OS and Chromebooks environments. It is encouraged to be proficient in Microsoft office, Adobe CC and Autodesk products. They should also have an understanding of technical support reporting tools, database solutions and how to use internet-based support tools. Previous experience as a Technical Support specialist and the use of both telephonic and web-based support solutions would be a distinct advantage.
**Certificates and Licenses** :
Candidates should possess industry related certifications such as A+, Microsoft MCSE, MTA, MOS, or MCSA and IC3, ACA or CompTIA Strata certificates.
**Supervisory Responsibilities** :
This job has no supervisory responsibilities.
**Work Environment** :
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
**Physical Demands** :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit.
**Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. The pay range for this position is as follows:**
**The minimum full-time salary range is between $20.00 per hour.**
**This position is benefits eligible**
**Who we are:**
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing
**Job:** Customer Success
**Job Family:** GO_TO_MARKET
**Organization:** Assessment & Qualifications
**Schedule:** FULL_TIME
**Workplace Type:** On-site
**Req ID:** 20916

Our client is seeking a highly skilled and empathetic Customer Service Representative specializing in Technical Support to join their dynamic team in Durham, North Carolina, US . This role is integral to ensuring our customers receive prompt and effective solutions to their technical challenges. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for troubleshooting technological issues. You will be the first point of contact for customers seeking assistance, providing guidance and resolving a wide range of technical inquiries via phone, email, and chat. This position requires a commitment to delivering outstanding customer experiences and a proactive approach to problem-solving. Responsibilities include:

• Answering customer inquiries and providing technical assistance for our client's products and services.
• Diagnosing and troubleshooting hardware, software, and connectivity issues.
• Guiding customers through step-by-step solutions to resolve their technical problems.
• Escalating complex issues to senior support staff or relevant departments when necessary.
• Documenting all customer interactions, issues, and resolutions accurately in the CRM system.
• Identifying and reporting recurring technical issues or product defects to improve service and product quality.
• Maintaining a high level of customer satisfaction through effective communication and timely resolution.
• Staying up-to-date on product knowledge and technical updates.
• Contributing to the knowledge base by creating and updating support articles and FAQs.
• Providing feedback to product development teams based on customer interactions.

A strong understanding of common operating systems, software applications, and internet connectivity is essential. Previous experience in a technical support role or customer service environment is highly desirable. Excellent active listening and problem-solving skills are critical. You should be able to explain technical concepts clearly and concisely to a non-technical audience. This role is primarily based in Durham, North Carolina, US , but offers the flexibility of remote work after an initial on-site training period. Our client offers a supportive team environment, ongoing training, and opportunities for career advancement. If you are passionate about technology and helping people, we encourage you to apply.

Our client is seeking a dynamic and experienced Customer Service & Technical Support Lead to guide their support team in Salt Lake City, Utah, US . This leadership role is essential for ensuring exceptional customer satisfaction and efficient resolution of technical issues. You will be responsible for managing the day-to-day operations of the customer support department, including supervising support agents, training new hires, and developing best practices for customer interaction and technical problem-solving. Key responsibilities include monitoring support queues, analyzing customer feedback, and identifying areas for improvement in service delivery and product functionality. You will act as a point of escalation for complex customer issues, providing timely and effective solutions. The ideal candidate will possess strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service principles and technical support processes. A proven ability to motivate and coach a team is crucial. You will collaborate with product development and engineering teams to relay customer feedback and advocate for product enhancements. This role requires exceptional communication, organizational, and analytical skills. We are looking for a proactive leader dedicated to fostering a positive customer experience and driving continuous improvement within the support function.

Responsibilities:

• Lead and manage a team of customer service and technical support agents.
• Oversee daily support operations and ensure high-quality service delivery.
• Develop and implement customer service policies and procedures.
• Train and mentor support staff, fostering professional development.
• Monitor support metrics and KPIs, identifying trends and areas for improvement.
• Act as a primary point of escalation for complex customer issues.
• Analyze customer feedback and recommend product or service enhancements.
• Collaborate with cross-functional teams to resolve customer problems.
• Ensure efficient ticket management and timely issue resolution.
• Maintain a positive and customer-centric team environment.

Qualifications:

• Associate's or Bachelor's degree in a related field, or equivalent work experience.
• Minimum of 4 years of experience in customer service or technical support roles.
• At least 2 years of experience in a supervisory or lead role within a support team.
• Proven ability to manage and motivate a team.
• Strong technical aptitude and problem-solving skills.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Experience with customer support software (e.g., Zendesk, Salesforce Service Cloud).
• Knowledge of IT support best practices and ticketing systems.
• Ability to analyze data and generate reports on support performance.
• Customer-focused mindset with a commitment to service excellence.

Our client is seeking a dynamic and experienced Customer Service Lead to oversee their technical support operations in Houston, Texas, US . This crucial role requires a blend of exceptional customer service skills, technical aptitude, and strong leadership abilities. You will be responsible for guiding a team of technical support specialists, ensuring prompt and effective resolution of customer inquiries and issues related to our products and services. The Lead will also be involved in training new team members, developing support documentation, and identifying areas for process improvement to enhance customer satisfaction and operational efficiency. Responsibilities include monitoring team performance, handling escalated customer complaints, analyzing support trends to identify root causes, and collaborating with other departments to ensure a seamless customer experience. The ideal candidate will possess a deep understanding of technical troubleshooting, excellent communication and problem-solving skills, and a passion for customer advocacy. This hybrid role offers the flexibility to work both remotely and in the office, fostering collaboration while maintaining adaptability. We are looking for a proactive and empathetic leader who can inspire their team to deliver outstanding support and build lasting customer loyalty.

Key Responsibilities:

• Lead, mentor, and motivate a team of technical support representatives.
• Oversee daily operations of the customer service and technical support functions.
• Ensure timely and effective resolution of customer inquiries and technical issues.
• Handle escalated customer complaints and complex troubleshooting scenarios.
• Develop and maintain support documentation, FAQs, and knowledge base articles.
• Train new team members on products, services, and support procedures.
• Monitor team performance metrics and implement strategies for improvement.
• Analyze support trends and provide feedback to product development and engineering teams.
• Collaborate with other departments to resolve cross-functional issues.
• Contribute to the development and refinement of customer service policies and procedures.
• Foster a positive and customer-centric team culture.

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, Business, or a related field.
• Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
• Proven experience in technical troubleshooting and problem-solving.
• Excellent communication, interpersonal, and customer service skills.
• Strong understanding of customer support software and CRM systems.
• Ability to manage and motivate a team effectively.
• Experience in developing support documentation and training materials.
• Proficiency in common operating systems and software applications.
• Ability to work effectively in a hybrid work environment.
• Demonstrated ability to handle difficult customer situations with professionalism and empathy.

Our client is seeking a knowledgeable and empathetic Customer Service & Technical Support Specialist to join their team in Huntsville, Alabama . This role is dedicated to providing exceptional support to customers regarding our products and services. You will be responsible for answering inquiries, troubleshooting technical issues, and guiding customers through product usage and resolutions. The ideal candidate will possess strong communication skills, a patient demeanor, and a genuine desire to help others. A solid understanding of technical concepts relevant to our industry is crucial, along with the ability to explain complex solutions in a clear and concise manner. This position requires active listening, effective problem-solving, and the ability to manage multiple customer interactions simultaneously. You will be a key point of contact, ensuring customer satisfaction and retention. Responsibilities include managing support tickets, documenting customer interactions, and escalating issues when necessary.
Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide technical assistance and troubleshooting for product-related issues.
• Guide customers through product features, functionalities, and common use cases.
• Document all customer interactions and support resolutions accurately in the CRM system.
• Escalate complex technical issues to appropriate departments or senior support staff.
• Identify and report trends in customer issues to help improve products and services.
• Maintain a high level of customer satisfaction through effective problem-solving and empathetic communication.
• Assist in creating and updating support documentation and FAQs.
• Collaborate with the product and development teams to relay customer feedback.
• Adhere to company policies and procedures for customer support.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• 2+ years of experience in customer service or technical support roles.
• Proficiency in troubleshooting technical issues and explaining technical concepts clearly.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Familiarity with CRM software and helpdesk ticketing systems.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Ability to work independently and as part of a team.
• A genuine interest in technology and problem-solving.

Our client is seeking an experienced and empathetic Customer Service Lead to spearhead their Technical Support team in Salt Lake City, Utah, US . This role requires a blend of leadership acumen, exceptional problem-solving skills, and a passion for delivering outstanding customer experiences. You will be responsible for guiding a team of support specialists, ensuring efficient resolution of technical inquiries, and contributing to the continuous improvement of customer service processes. The ideal candidate will have a strong understanding of technical troubleshooting, excellent communication abilities, and a proven track record in managing and motivating a support team. This hybrid position allows for a balance of in-office collaboration and remote flexibility.

Key responsibilities include:

• Leading, mentoring, and coaching a team of technical support representatives to achieve performance goals.
• Overseeing the daily operations of the customer service and technical support functions.
• Developing and implementing effective support strategies to enhance customer satisfaction and loyalty.
• Handling escalated customer issues and complex technical problems, providing timely and accurate solutions.
• Monitoring support queue performance, ensuring service level agreements (SLAs) are met or exceeded.
• Analyzing customer feedback and support metrics to identify trends and areas for improvement.
• Creating and maintaining knowledge base articles, FAQs, and training materials for the support team and customers.
• Collaborating with product and engineering teams to provide feedback on product issues and feature requests.
• Implementing and optimizing customer support tools and technologies.
• Conducting regular team meetings, performance reviews, and training sessions.
• Ensuring the team adheres to company policies and procedures.
• Identifying opportunities for process automation and efficiency gains.
• Contributing to the development of customer service policies and best practices.
• Managing workforce scheduling and ensuring adequate team coverage.
• Fostering a positive and collaborative team environment.

The successful candidate will possess strong leadership and interpersonal skills, with at least 4 years of experience in customer service or technical support, including 2 years in a leadership or supervisory role. A deep understanding of troubleshooting methodologies and experience with CRM and helpdesk software are essential. Excellent verbal and written communication skills are required. A Bachelor's degree in a relevant field or equivalent work experience is preferred.

Our client, a leading provider of innovative software solutions, is seeking a dedicated and technically proficient Customer Service & Technical Support Specialist to join their fully remote support team. This role is crucial for ensuring our clients receive exceptional assistance and timely resolution to their technical inquiries and issues. The ideal candidate will possess a strong understanding of software applications, excellent communication skills, and a passion for customer satisfaction. Responsibilities include responding to customer support requests via phone, email, and chat, troubleshooting software-related problems, and providing clear, concise guidance to users. You will also be responsible for documenting support interactions, escalating complex issues to appropriate teams, and contributing to the knowledge base with solutions and FAQs. The ability to patiently explain technical concepts to non-technical users is paramount. This position requires strong analytical and problem-solving abilities, a proactive approach to identifying potential issues, and a commitment to delivering high-quality support. We are looking for an individual who can effectively manage their time, prioritize tasks, and work autonomously in a remote environment. The successful candidate will be a key point of contact for our clients, ensuring their continued success with our products. This is an excellent opportunity to join a growing company and contribute to a positive customer experience.
Responsibilities:

• Provide first-line technical support to customers via phone, email, and chat.
• Troubleshoot and resolve software-related issues efficiently and effectively.
• Guide customers through product features and functionalities.
• Document all customer interactions and resolutions in the ticketing system.
• Escalate unresolved issues to senior support staff or development teams.
• Contribute to the creation and maintenance of help desk documentation and knowledge base articles.
• Identify trends in customer issues and provide feedback for product improvement.
• Ensure customer satisfaction by delivering prompt, professional, and friendly service.
• Manage support queue and prioritize tasks effectively.
• Stay up-to-date with product updates and new features.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field preferred.
• 2+ years of experience in customer service or technical support, preferably with software products.
• Strong understanding of common operating systems (Windows, macOS) and web technologies.
• Excellent verbal and written communication skills.
• Proficiency in using help desk software and ticketing systems.
• Strong problem-solving and troubleshooting abilities.
• Patience and a customer-centric attitude.
• Ability to work independently and manage time effectively in a remote setting.
• Familiarity with CRM software is a plus.