Technical Support Specialist

Vesigo Studios is seeking a Technical Support Specialist to deliver B2B technical assistance for its software. This onsite role in Medford, OR focuses on troubleshooting, guiding business clients to improve daily operations, and maintaining accurate case documentation.

Location and Schedule

• Work location: In person
• Commute area: Medford, OR 97504 (Required)
• Hours of operation: Monday through Friday, 8:00 AM to 5:00 PM
• Job type: Full-time

Compensation

• Pay: USD $20 to $25 per hour
• Raises: Opportunity for raises depending on proficiency in solving software and technical issues

Core Responsibilities

• Provide prompt, effective technical support to business clients via phone and email.
• Support B2B software use by addressing technical issues involving installation, operation, and performance.
• Diagnose and resolve technical issues while offering clear guidance and confirming solutions are implemented.
• Guide business clients in optimizing the software for their daily operations to improve efficiency and productivity.
• Maintain current knowledge of Vesigo Studios software products, including updates and new features relevant to business clients.
• Document interactions and issues accurately in the CRM system.
• Provide feedback and reports on common challenges to the product development team.
• Collect and relay client feedback to support product improvement and ensure the software meets evolving B2B needs.
• Efficiently manage escalation of complex issues with clear communication to business clients.

Required Skills and Experience

• Experience: 1 years (Minimum); 1–3 years of experience in technical support (preferably in a B2B software company)
• Technical support: 1 year (Required)
• Phone etiquette: 1 year (Required)
• Technical writing: 1 year (Required)
• Customer support: 2 years (Required)
• Proficient understanding of software applications and IT infrastructure in a B2B setting.
• Strong problem-solving, analytical, and communication skills.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Familiarity with CRM systems and support ticketing tools.

Technologies

• Windows
• Mobile OS
• CRM system(s)
• Support ticketing tools

Education

• Bachelor's: Preferred

Performance Metrics

• First Contact Resolution Rate (FCR): Achieve or exceed a quarterly FCR of 65%
• Expected Response Time: Maintain response time of less than 2 hours across all customer inquiries within each quarter
• Decision Autonomy Index: Independently handle and successfully resolve at least 75% of all assigned technical issues without escalation each quarter

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Paid time off (PTO)
• Comfortable office with a fully stocked snack and drink area

Additional Information

• We offer PTO and paid holidays.
• Benefits coverage includes health, vision, and dental insurance.
• Raises are available based on demonstrated proficiency in solving software and technical issues.

Application Screening Question

Will you now or in the future require sponsorship for a US employment visa?

Why Apply

• Steady, reasonable hours
• Opportunities for on-the-job training and advancement
• Management invested in your success
• Low-stress and positive team environment