Technical Customer Care Specialist II

About the Opportunity:This team provides technical customer support to ensure customer satisfaction with acquired products and services. The role involves engaging with customers to clarify product and service capabilities, training in standard procedures, and offering expertise to resolve technical and procedural issues. The specialist collaborates with product, service delivery, and other teams to address unexpected problems.

Responsibilities

• Handle escalated technical support requests.• Serve as customer care agent for assigned customer base or product area.• Respond to customer inquiries via telephone or online.• Answer routine to moderately complex questions following established procedures.• Research and troubleshoot customer requests; analyze needs.• Determine problem source (hardware, software, user access).• Resolve issues where possible.• Refer complex issues to technical experts or management; document for future reference.• Document and report on customer inquiries, status, and resolution.• Follow up with customers to ensure high satisfaction.• Build relationships with customer representatives and cross-functional teams.

Requirements

• High School Diploma/GED with 3 years experience, or any degree/certification beyond HSD/GED with 1 year experience, or 5 years experience.• Ability to work flexible hours/schedule.• Ability to work independently and as part of a team.• Strong problem-solving and technical troubleshooting skills.• Excellent verbal and written communication skills with attention to detail.• Preferred: experience troubleshooting HTML and CSS issues including layout, styling, and cross-browser compatibility.• Preferred: experience with diverse troubleshooting methodologies to resolve complex website issues.• Preferred: ability to analyze data discrepancies and perform root cause analysis.• Preferred: dependability and reliability.• Preferred: ability to manage multiple priorities in a fast-paced environment.• Preferred: CRM case logging/Salesforce experience.• Preferred: experience with interaction distribution systems such as Genesys Pure Cloud.• Must clear a pre-employment drug test. Possession or use of illegal drugs during work hours or on company property is prohibited.

Compensation

• Hourly base pay rate is $19.57 - $29.38/hour, varying by location and candidate qualifications.• Position may be eligible for additional compensation including commission and/or incentive programs.

Benefits & Perks:• Minimum of sixteen hours of paid time off every month.• Seven paid holidays per calendar year.• Additional paid time off including bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.• Health care insurance options (medical, dental, vision).• Retirement planning (401(k)).• Paid sick leave, parental leave, flexible vacation/wellness days, and/or PTO.• Reasonable accommodations provided for qualified applicants or employees with disabilities. Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.