Remote Technical Support Specialist - Entry Level

About the Role

We're hiring a Remote Technical Support Specialist to join our dynamic team at Robin Powered. In this entry-level position, you will provide essential support to our customers, ensuring they have a seamless experience with our workplace operations platform. As a Remote Technical Support Specialist, you'll be at the forefront of customer interactions, helping to solve problems and enhance user satisfaction.

What You'll Do

• Support customers via chat, email, and phone by asking the right questions, diagnosing issues, and guiding them step-by-step to effective solutions with empathy and urgency.
• Troubleshoot in real time through screenshare sessions when hands-on support is needed.
• Escalate bugs and complex issues to Engineering, and partner with Product to clarify expected behavior.
• Document issues and resolutions clearly to support internal knowledge-sharing and customer self-service.
• Contribute to improving internal processes and support documentation as you learn the product.
• Collaborate with teammates to maintain queue health and deliver a great customer experience.
• Participate in team huddles, share learnings, and suggest workflow or process improvements.

Requirements

• Strong desire to help people and solve problems through conversation and collaboration.
• Curiosity about how products work and a willingness to dig into the details.
• Comfortable learning new products and using documentation to find answers.
• Excellent communication skills, both written and verbal, with a focus on empathy.
• A team player who shares knowledge freely and cares about delivering a great customer experience.
• Motivated to build a strong foundation in technical support and grow from there.

Nice to Have

• Experience in customer support or technical support roles.
• Familiarity with AI tools and their application in problem-solving.
• Previous experience in a fast-paced, team-oriented environment.

What We Offer

• Medical & Dental Insurance through Blue Cross Blue Shield covered at 80% for you and your dependents.
• Vision Insurance – EyeMed coverage to keep your future in focus.
• Company-paid protection – Short & Long Term Disability, Life, and AD&D insurance.
• Paid Parental Leave – 100% covered.
• Incentive Stock Options – Own a piece of what you’re building.
• 401(k) with company match – Up to 3% match.
• Flexible vacation policy – Take the time you need.
• 12 company holidays – Plus your flexible time off for the perfect work-life balance.