Scale Army Careers - Technical Support Specialist
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Requirements
• 1–3 years of experience in technical support, customer support, operations support, or similar client-facing roles. • Experience handling support communications across phone, email, chat, or Slack. • Previous experience in operational, technical, or service-based environments is highly preferred. • Strong communication and customer service skills. • Ability to troubleshoot and problem-solve in real time. • Strong organizational and multitasking abilities. • Comfortable learning and navigating technical platforms and systems. • Ability to remain calm and professional in fast-paced situations. • Highly responsive, detail-oriented, and solutions-focused with a proactive mindset. • Strong sense of accountability and urgency. • Comfortable working independently while collaborating with operational teams. • What Success Looks Like • Fast and professional response times across customer communication channels. • Efficient handling and escalation of support requests. • Organized support workflows and accurate documentation. • Positive customer experiences and improved operational responsiveness. • Strong internal coordination between support and operations teams. • This is an exciting opportunity to join a growing operations-focused company where customer responsiveness and operational excellence are critical to success. The Technical Support Specialist will play an important role in maintaining strong customer communication, efficient support workflows, and high-quality operational support while working closely with leadership and operations teams in a fast-paced environment. • Application Process: • To be considered for this role these steps need to be followed: • Fill in the application form • Record a video showcasing your skill sets
Responsibilities
• Customer Support & Communication • Respond to customer inquiries through Slack, email, phone calls, and other communication channels. • Provide timely updates and support to clients regarding ongoing requests or operational issues. • Maintain a high level of professionalism and responsiveness across all customer interactions. • Assist with monitoring communication channels to ensure support requests are addressed quickly. • Technical Support & Troubleshooting • Troubleshoot basic technical issues related to operational systems, cameras, access control systems, or customer support requests. • Escalate more advanced technical issues to the appropriate internal teams when necessary. • Assist with identifying recurring technical issues and documenting solutions. • Ticketing & Operational Coordination • Log, organize, and track support requests and operational issues. • Help maintain organized documentation related to support cases and troubleshooting processes. • Coordinate follow-up actions to ensure support requests are resolved efficiently. • Assist with maintaining operational visibility across ongoing support activities. • Operational Support • Support the operations team with administrative coordination and communication follow-up. • Assist with maintaining efficient internal workflows and support processes. • Help ensure customers receive consistent communication and service updates.
Benefits
• $1.2K per month • Final compensation is set after evaluating experience and location. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please enter your full legal name as it appears on official documents. • The email you provide must be the same one you use to send your video. • Please share your phone number with the country code (e.g., +27 for South Africa, +20 for Egypt, +52 for Mexico). If it works for both WhatsApp and calls, even better. • Boost your chances! Please submit your resume in English and PDF format; otherwise, it will not be considered. Make sure it includes all tools you’ve mastered and fields you’ve worked in. • English and PDF format; • tools • or drag and drop here • 1 year - 3 years • 4 years - 6 years • 7 years - 9 years • 10 years - 15+ years • Briefly share the tools you use, key use cases, any experience with automation, and how AI has improved your efficiency or output. • No direct experience yet, but eager to learn technical and customer support workflows • Basic experience supporting customer inquiries and simple troubleshooting tasks with guidance • Intermediate experience independently handling support requests, communication, and issue resolution • Advanced experience managing high-volume support workflows, troubleshooting operational issues, and coordinating escalations • Expert-level experience leading customer support operations while maintaining strong responsiveness and service quality • Select all that apply • Responding to customer inquiries through phone, email, or chat • Troubleshooting basic technical or operational issues • Escalating technical issues to internal teams • Tracking and organizing support requests or tickets • Maintaining support documentation or troubleshooting records • Coordinating follow-ups to ensure issue resolution • None of the above • Managing multiple support requests simultaneously • Communicating professionally during high-pressure situations • Supporting operational workflows or internal coordination • Learning and navigating technical systems or platforms quickly • Maintaining accurate records and organized documentation • Working independently while collaborating with cross-functional teams • None of the above • Describe a time when you had to manage a difficult customer or urgent support issue. How did you handle the situation? • Describe a time when you identified or corrected a financial or organizational issue. What steps did you take to ensure accuracy and follow-through? • Your provided rate will be shared with clients. Changing it later may disqualify you. The job description contains the role's budget. • Select the tools you are comfortable using to manage projects, assign tasks, or track progress. • Google Workspace (Chat & Meet) • Choose the CRM platforms you’re familiar with for managing contacts, tracking sales, and organizing customer data. • Select the tools you’ve used to design, create content, or run marketing campaigns. • ActiveCampaign/Brevo/Kalviyo/MailChimp • Adobe After Effects • Adobe Illustrator • Adobe Photoshop • Adobe Premiere Pro • Buffer / Hootsuite • Google Analytics (GA4) • Meta Ads Manager • Meta Business Suite (Facebook/Instagram Ads Manager) • Select the programming languages and frameworks you’re skilled in for building and enhancing web applications. • AWS / Azure / Google Cloud Platform (GCP) • Google Cloud Platform (GCP) • Python (Django / Flask)
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