Title: Technical Support Specialist
Location: Westminster, CO (80021) or Remote in the Atlanta, GA Area
Employment Type: 6 Month W2 Contract to Hire (No C2C or Sponsorship Available)
Overview
Talent Groups is seeking Technical Support Specialists to join a leading enterprise software environment supporting a widely used SaaS design and modeling platform. This role is ideal for candidates with experience in high volume customer support environments who enjoy troubleshooting technical issues while delivering a strong customer experience.
The team is seeking individuals with excellent communication skills, strong attention to detail, and the ability to quickly learn new systems and workflows. This position supports customers primarily through email based support, while also handling phone and chat interactions as needed. Candidates must be comfortable supporting Mountain Time business hours from 8:00 AM to 5:00 PM.
Requirements:
• 2+ years of experience supporting customers through chat, email, and phone channels in a high volume support environment
• Strong customer focused approach with the ability to tailor communication and solutions to a diverse customer base
• SaaS support experience strongly preferred
• Technical proficiency with computer systems, software applications, and Google Suite
• Excellent communication skills including active listening, empathy, patience, and professionalism
• Strong time management, prioritization, and queue management skills
• Attention to detail while documenting customer issues, troubleshooting steps, and case notes
• Ability to maintain composure and professionalism during fast paced or high pressure situations
• Strong troubleshooting skills with the ability to quickly identify, diagnose, and resolve technical issues
• Experience with Salesforce or other ticketing systems is a plus
• Experience supporting licensing, subscriptions, billing, or entitlement management is helpful
• Experience with CAD, SketchUp, or 3D modeling software is a nice to have but not required
• Ability to quickly ramp up and learn proprietary systems and processes
Responsibilities:
• Provide tier one technical and customer support through email, chat, and phone channels
• Manage approximately 25+ customer cases and 10+ phone interactions per day while meeting team SLAs
• Support customers with password resets, subscription management, account access, billing questions, downloads, installations, and licensing issues
• Troubleshoot technical issues including crashes, extensions, entitlement management, and bug reporting
• Conduct remote troubleshooting sessions with customers as needed
• Document all customer interactions, troubleshooting steps, and resolutions within internal systems and Salesforce
• Proactively manage case queues and aging requests to ensure timely resolution
• Escalate issues appropriately while following communication and incident management procedures
• Collaborate with internal teams to deliver a positive customer experience
• Maintain product knowledge and stay current on internal systems and processes through ongoing training
Talent Groups appreciates all applicants but will only contact those meeting the interview requirements. Talent Groups is committed to equal employment opportunity.
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