Technical Customer Support Representative
Location
United States
Posted
58 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Technical Customer Support Representative
HirexHire
ABOUT US HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan. We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses. OUR CLIENT Location: Raleigh, NC HQ (Remote) Industry: Government Technology (SaaS) Company Size: 50+ What They Do: Our client offers an end-to-end operating system for public agencies to communicate, listen, and make informed decisions. As an all-in-one engagement and communications platform, their mission is to connect government agencies with the communities they serve and facilitate equitable participation and representative data. Contact HirexHire for more client information THE ROLE Our client is seeking a Technical Customer Support Representative to serve as the front line of the customer experience for their SaaS platform. This role is responsible for managing inbound support requests, guiding customers through platform functionality, and ensuring timely resolution of issues. You will support both day-to-day inquiries and time-sensitive customer workflows, including live or scheduled events, while partnering closely with internal teams to deliver a seamless and high-quality customer experience. This position requires strong communication, sound judgement, and the ability to remain calm in high-priority situations, with a primary focus on supporting customers during Pacific Time Zone business hours. WHAT YOU WILL DO - Manage inbound customer support requests via chat, email, and screenshare with timely and professional communication. - Troubleshoot platform usage, configuration questions, and basic technical issues. - Support customers in preparing for and executing time-sensitive workflows, including live or scheduled events. - Provide real-time assistance for high-priority customer scenarios. - Identify, document, and escalate bugs or complex issues with clear and actionable context. - Collaborate with Customer Success, Implementation, and technical teams on complex or high-visibility accounts. - Maintain accurate documentation of issues, feature requests, and edge cases. - Contribute to internal knowledge base and support documentation. - Identify opportunities to improve customer outcomes and platform utilization. WHAT YOU WILL NEED - 2-4 years of experience in customer support, customer success, or a similar role, preferably within a SaaS environment. - Ability to independently troubleshoot and resolve moderately complex technical issues such as permissions, configurations, or integrations. - Experience managing a support queue with competing priorities, including time-sensitive workflows. - Comfort investigating issues across systems such as admin settings, browser behavior, and basic API responses. - Experience documenting bugs and collaborating with engineering teams using tools like Azure DevOps or similar systems. - Familiarity with tools such as Intercom, Slack, and ticketing or workflow platforms. - Strong communication skills with the ability to guide non-technical users clearly and effectively. - Ability to navigate ambiguity and drive customer issues to resolution. - Strong organizational skills, attention to detail, and sound judgement on when to escalate issues. - Comfortable working Pacific Time Zone hours with occasional flexibility for time-sensitive support needs.
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About NCR Atleos NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. - Job Title: Electrician - Salary: £39,156.00 per annum - Hours: 40 Hours per week, permanent position - Location: Visiting various sites throughout the UK (all lodge costs covered by company and stop-away allowance applicable) What is the role of an Electrician? Your role will primarily involve works associated with the installation, de-installation or maintenance of ATMs. You are expected to hold a valid JIB Installation Electrician Grade Card and all relevant/current C&G Awards relating to Electrical Installation and Inspection & Testing. Electricians primarily work out of our Rotherham facility but can also be based remotely covering works throughout specific regions of the UK. 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What will I need to succeed as an Electrician? - Applicants should demonstrate a sound knowledge of the Electricity at Work Regulations 1989, have a valid JIB Electrical Installation Grade Card and hold qualifications including: - City & Guilds 2330 Level 2 & Level 3 (or equivalent) - City & Guilds 2382-22: Level 3 Award in Requirements for Electrical Installations 18th Edition - City & Guilds 2391-52: Level 3 Award in the Inspection, Testing & Documentation of Electrical Installations - City & Guilds 2377-77: Level 3 Award in the In-service Inspection & Testing of Electrical Equipment - Ability to work independently or as part of a team collaborating with Installation teams and/or approved sub-contractors as required. - IT ability including use of Microsoft Outlook and Teams and completion of electronic site survey documents and certification using Tysoft and iAuditor applications. - Strong time-management and organisation skills to ensure sites are completed in line with the Schedule of Works. - General Health & Safety knowledge (Manual Handling, Work at Height, Asbestos Awareness etc.) - UKPIA-SPA Petrol Forecourt training (desirable not essential). - Clean UK Driving Licence. 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EEO Statement NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law. Statement to Third Party Agencies To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.

