Technical Support Agent

Join Harvest Right in Salt Lake City, UT as an onsite Technical Support Agent, helping customers get reliable, practical help when mechanical and technical issues come up. This role combines hands-on troubleshooting with clear communication, plus the chance to support customers across multiple channels while maintaining organized, documented resolutions. You will also have access to a benefits package that supports your health and future, including 401(k), health and dental insurance, vision insurance, a health savings account, paid time off, parental leave, and a referral program.

What you’ll do

• Diagnose and resolve mechanical and technical issues through phone, chat, text, video, and email.
• Walk customers through step-by-step processes to identify root causes and implement effective solutions.
• Accurately document each interaction, including troubleshooting steps, resolutions, and follow-up actions in a ticketing system.
• Collaborate with Customer Support, Engineering, Operations, and other teams to resolve escalated issues.
• Handle multiple customer support cases at the same time while maintaining high-quality service standards.
• Stay current on product updates, system enhancements, and support procedures.
• Meet or exceed SLAs, quality expectations, and performance metrics.
• Support process improvements that enhance customer satisfaction and operational efficiency.

What you bring

• High school diploma or equivalent (required).
• Strong troubleshooting, mechanical, and technical problem-solving abilities.
• Effective verbal and written communication skills.
• Ability to explain technical details to technical and non-technical audiences.
• Accuracy in documenting support activities and ability to manage multiple priorities in a fast-paced setting.
• Commitment to exceptional customer service with empathy, patience, and professionalism.
• Trust-building through consistent follow-through and effective communication.
• Use of critical thinking and sound judgment when handling complex situations.

Preferred qualifications

• Previous experience in customer support.
• Knowledge of software, hardware, networking, or other relevant mechanical and technical systems.

Location: In person in Salt Lake City, UT 84116 (required).
Pay: $21.00 - $23.00 per hour (USD).
Work schedule: onsite.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Referral program
• Vision insurance