[Hiring] Technical Customer Support Representative @12twenty

Role Description

We are looking for a highly motivated and technically proficient Technical Customer Support Representative to join our growing team. This role is ideal for someone passionate about resolving complex technical issues, learning new tools, and working in a fast-paced environment where ticket resolution is the core focus. If you have a knack for APIs, SSO, and data management and love speaking to customers while digging deep into technical problems, this is the role for you.

You’ll be managing and resolving a high volume of support tickets, handling both technical troubleshooting and customer inquiries with ease. Your ability to remain personable and professional while diving into technical details will be key to success. While experience in higher education or career services is not required, a strong background in a tech company where technical aptitude is crucial will be advantageous.

We’re seeking someone with 2-3 years of experience in a technical support role who is ready to bring a fresh perspective to our team, handling multiple tickets efficiently and effectively. You’ll start as a junior technical account manager and grow into a Tier 2 support role, with the opportunity to eventually lead our support team.

Responsibilities Include:

• Efficiently manage and resolve a high volume of technical support tickets
• Provide friendly, professional customer service while troubleshooting issues related to APIs, SSO, and data integration
• Learn and master new tools quickly to stay current with evolving product offerings
• Collaborate with internal teams to escalate and resolve complex technical issues
• Bring an outside perspective to assess ticket volume and workflows
• Work closely with junior technical account managers and team members to build a seamless support process

Qualifications

• 2-3 years of experience in a technical support role, ideally in a tech company
• Strong technical aptitude with experience handling APIs, SSO, and data integrations
• Excellent communication skills with the ability to translate technical details into clear, customer-friendly responses
• Ability to manage high ticket volume while maintaining a personable and customer-centric approach
• Growth mindset with a passion for learning new tools and technologies
• Experience in higher education support is a plus but not required

Benefits

• Competitive salary
• Generous PTO policy
• Full benefits, including 401(k)
• Regular team happy hours and activities
• Remote work flexibility