Job boardVista Social

Technical Support Agent

Work location: Worldwide
Work arrangement: Remote
Salary: USD $35,000 per annum
Skills:
Attention to Detail (Textual)
Abstract Reasoning test
Critical Thinking
Motivation
Enneagram

At Vista Social, we’re looking for a skilled and experienced Customer Support Representative (Technical) to join our team. This role goes beyond resolving tickets; it’s about delivering exceptional support with charisma, expertise, and care. You’ll be on the frontlines of customer interaction, handling technical inquiries, logging and troubleshooting bugs, and conducting 1:1 video call sessions. Your work will help us uphold our legacy of delivering top-notch, human-centered support.

If you have a passion for problem-solving, thrive in a remote environment, and love building genuine connections, we’d love to hear from you.

Key Responsibilities

  • Customer Assistance: Respond to customer inquiries via email and video calls with clarity, empathy, and professionalism, ensuring a high-quality experience.

  • Technical Troubleshooting: Diagnose and resolve software-related issues, logging bugs clearly and accurately for the product team.

  • Video Training: Conduct live, on-camera 1:1 video calls to train and assist customers with product features, leaving a positive impression.

  • Knowledge Base Contribution: Regularly update and expand our help center with relevant articles, guides, and video content to keep users informed.

  • Future Support Channels: Prepare to support additional channels like phone support as the team evolves.

  • Customer Feedback: Gather insights from customer interactions to contribute to product improvements and overall customer satisfaction.

  • Collaboration: Work closely with cross-functional teams to escalate technical issues and advocate for customer needs.

What We’re Looking For

  • Experience: At least 3 years of experience in software customer support, ideally within SaaS or tech industries.

  • Technical Skills: Strong ability to troubleshoot software issues and log bugs effectively; experience using support tools like Zendesk or similar.

  • On-Camera Charisma: Comfortable conducting video calls with customers and presenting in a professional and engaging manner.

  • Language Proficiency: Near-fluent English, both written and spoken, to ensure smooth and clear communication.

  • Remote Work Experience: Proven ability to thrive in a remote work environment with minimal supervision.

  • Customer-Centric Approach: Empathy, patience, and the ability to make technical solutions accessible to non-technical users.

  • Adaptability: Willingness to learn, adapt, and contribute as we expand support offerings and tools.

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This application includes an assessment as the first step