Technical Support Specialist (B2B Software, Mid-Level)

Vesigo Studios is seeking a mid-level Technical Support Specialist to support B2B software clients from our onsite office in Medford, Oregon. This role emphasizes software mastery, proactive troubleshooting, and delivering expert client support. Compensation is USD 22 - 25 per hour, with a minimum of 1 year of technical support experience. The position offers steady hours, opportunities for on-the-job training and advancement, and a collaborative, low-stress team culture.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Responsibilities

• B2B Customer Support: Provide prompt and effective technical support to business clients via phone and email, addressing issues related to software installation, operation, and performance in a B2B setting.
• Technical Problem Solving: Diagnose and resolve technical issues, offering clear guidance and ensuring solutions are effectively implemented.
• Software Operational Optimization: Help business clients optimize software usage to improve daily operations, productivity, and efficiency.
• Software Knowledge: Maintain a thorough understanding of Vesigo Studios' software products and stay current with updates and features relevant to business clients.
• Documentation and Reporting: Accurately document interactions and issues in the CRM system and provide feedback to the product team.
• Feedback Loop and Product Enhancement: Collect client feedback to inform product improvements that meet evolving B2B client needs.
• Escalation Management: Efficiently manage escalations for complex issues with clear, ongoing communication to clients.

Technologies

• Windows
• Mobile OS
• CRM systems
• Support ticketing tools

Requirements

• 1-3 years of experience in technical support, preferably in a B2B software company
• Proficient understanding of software applications and IT infrastructure in a B2B setting
• Excellent 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
• Technical support: 1 year (Required)
• Phone etiquette: 1 year (Required)
• Technical writing: 1 year (Required)
• Customer support: 2 years (Required)

Key metrics

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

Why you should apply

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

Education

Bachelor's degree preferred

Experience

• Technical support: 1 year (Required)
• Phone etiquette: 1 year (Required)
• Technical writing: 1 year (Required)
• Customer support: 2 years (Required)

Application question

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

Location and work setup

Ability to commute to Medford, OR 97504 (Required). Work location: In person