Customer Technical Support

Customer Technical Support at Agile Resources, Inc. Customer Technical Support at Agile Resources, Inc. in Arvada, Colorado Posted in 1 day ago.

Type:

full-time

Job Description:

Location:

5-days onsite in

Westminster, CO Employment Type:

6-month W-2 contract-to-hire

Compensation:

$17/hour W-2 (no flexibility) This Technical Customer Support role supports external customers by helping resolve account, billing, subscription, installation, and basic technical issues. This is more of a customer support role than a traditional IT help desk position, but candidates should be comfortable troubleshooting software issues, documenting cases, and creating a positive customer experience across phone, email, chat, and ticket queues. Prior external SaaS support experience is strongly preferred.

Responsibilities:

Provide friendly, empathetic, and professional support to external customers across phone, email, chat, and ticket queues. Respond to high-volume customer requests while helping the team meet SLA expectations. Manage an individual case queue, resolve aging requests, and document all customer interactions clearly and accurately. Assist customers with account and subscription management, billing and invoicing questions, refunds, login issues, account authorization, entitlement management, downloads, and installation. Troubleshoot basic technical issues related to software access, plugins, crashes, bug tracking, cache/cookie issues, and general application usage. Use knowledge base articles and internal resources to resolve issues or properly qualify cases for escalation. Remotely support users when needed to help diagnose and resolve software or account-related issues. Maintain professionalism and composure while supporting customers in a fast-paced, high-volume environment. Continue learning products, internal systems, and support processes through training and ongoing education.

Required Skills:

2+ years of experience supporting customers through phone, email, chat, or ticketing systems. Strong customer service skills with the ability to create a positive customer experience and build trust with users. Experience supporting external customers in a SaaS, software, technical support, customer support, or Level 1 help desk-style environment. Ability to troubleshoot software, account, login, billing, installation, and basic technical issues. Strong written and verbal communication skills, including active listening, empathy, patience, and clear documentation. Experience documenting customer interactions, troubleshooting steps, and resolutions in a ticketing system. Strong time management and prioritization skills in a high-volume case queue environment. Technical proficiency with computer systems, software applications, email platforms, office productivity tools, and modern support systems.

Preferred Skills:

Salesforce experience for ticketing, case management, documentation, or customer support workflows. External SaaS support experience. Experience with design, creative, engineering, architecture, or technical software support. Experience with Windows and Mac troubleshooting. Familiarity with remote support tools, customer support software, and knowledge base resources. Experience handling account management, subscriptions, refunds, billing, login issues, and software installation support.