Tech Support Specialist @Platform Science

[Hiring] Tech Support Specialist @Platform Science

Mar 21, 2025 - Platform Science is hiring a remote Tech Support Specialist. 💸 Salary: $26.64 - $30.00 per hour. 📍Location: USA.

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Role Description

Platform Science is looking for a qualified Tech Support Specialist to join our Customer Success team here in San Diego, CA and assist our customers with technical issues associated with our products and services.

Resolve customer questions and recommend technical solutions
Guide product users through features and functionalities
Research and identify solutions to software and hardware issues using tools provided
Shift: Friday - Tuesday 12pm-8:30pm PDT

Essential Responsibilities

Diagnose and troubleshoot technical issues, including heavy android application support
Track calls to resolution, within agreed time limits
Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)
Provide prompt and accurate feedback to customers and log cases in Salesforce
Document technical knowledge in the form of Knowledge Base articles within Salesforce
Maintain courteous and professional relationships with clients
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Share feature requests and effective workarounds with team members
Gather customer feedback and document using company tools

Qualifications

Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (e.g. Salesforce)
Ability to provide step-by-step technical help, both written and verbal
Experience using help desk software and remote support tools
Excellent communication and problem-solving skills
Ability to work well under pressure
Flexibility to potentially work shift hours

Benefits

Medical, dental, and vision insurance
Short-term and long-term disability insurances
AD&D and life insurance
401k plan
Paid vacation, sick leave and holidays
Six weeks of paid parental leave

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📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Back to Remote jobs > Customer Service

Tech Support Specialist @Platform Science

Customer Service

Salary 💸 $26.64 - $30.00 per hour	Remote Location USA
Job Type full-time	Posted Mar 21, 2025

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️

📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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[Hiring] Tech Support Specialist @Platform Science

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