Technical Support

Job Overview

This remote role involves providing escalated technical support to customers through clear communication, troubleshooting, and back-office operations. It combines customer-facing assistance with tasks like transaction processing, payouts, and account verification in a fast-paced environment, with opportunities to develop product knowledge and technical skills.

Responsibilities

• Communicate with customers via email, phone, chat, or internal systems to understand needs and resolve issues
• Explain technical concepts in simple language and provide accurate updates
• Troubleshoot operational and technical issues using diagnostic tools and knowledge articles
• Escalate complex issues and document them clearly
• Process transactions, payouts, account updates, and ID verification in line with policy
• Ensure accuracy and compliance when handling sensitive customer and financial information
• Maintain detailed case documentation in Salesforce and other tools
• Navigate Salesforce, Confluence, Slack, and diagnostic tools for daily work
• Participate in training, shadowing, and skill-building activities

Qualifications

• Fluency in English (written and spoken)
• 1+ years of customer support or technical support experience
• Strong communication skills to explain technical issues simply
• Experience using support tools such as Salesforce, Confluence, or similar
• Ability to follow structured procedures while handling varied tasks
• Comfort troubleshooting multi-step issues and learning new systems
• Strong attention to detail and accuracy in a fast-paced environment