Technical Support Representative I (SaaS)

TL;DR

Technical Support Representative I (SaaS): Providing first-line technical assistance for BarTender and Mojix solutions with an accent on troubleshooting enterprise software and printer drivers. Focus on resolving complex technical issues, collaborating with engineering teams, and enhancing the customer knowledge base.

Location: Remote (US). Must be based in the US and authorized to work without visa sponsorship. Shift: 8:30 AM - 5:00 PM PT.

Salary: $46,400 - $68,000 per year

Company

Global leader in real-time item-level visibility and label management solutions, specializing in traceability and automated inventory management.

What you will do

• Act as the first point of contact for external customers via email, chat, and phone.
• Identify, troubleshoot, and resolve technical issues relating to enterprise software and third-party applications.
• Escalate complex issues to higher support tiers and research software capabilities for resellers and end users.
• Document support tickets and contribute to the internal Knowledge Base.
• Collaborate with Engineering, IT, QA, and Sales departments to suggest product improvements.
• Engage in special projects involving report writing, product documentation, and programming suggestions.

Requirements

• 2+ years of experience as a technical support representative with strong troubleshooting skills.
• Strong knowledge of Windows operating systems.
• Must be authorized to work in the US without visa sponsorship.
• Strong written and verbal English communication skills.
• Computer Science degree, technology certification, or equivalent work experience.

Nice to have

• Fluency in Spanish or Portuguese.
• Completion of CompTIA A+ certification.

Culture & Benefits

• Comprehensive medical, dental, and vision plans.
• 401K with 100% employer matching up to 3% with immediate vesting.
• 21 days of combined PTO and 10 paid company holidays per year.
• Company-paid life insurance, short-term, and long-term disability benefits.
• Tuition reimbursement benefits.
• Culturally diverse and inclusive work environment.