[Remote] Technical Support Specialist
Note: The job is a remote job and is open to candidates in USA. Remarcable is a cloud-based platform reshaping how electrical contractors and distributors connect and operate. The Technical Support Specialist assists the Customer Success Team by resolving user issues, managing data flows, and creating documentation to improve client support.
Responsibilities
- Diagnose and resolve issues for internal and external customers by applying documented procedures, process flows, and structured troubleshooting approaches
- Own customer cases end-to-end, focusing on root cause identification, clear communication, and timely resolution
- Analyze, manipulate, and configure data using Microsoft Excel and SQL to investigate issues and support system corrections
- Partner with internal technical teams and client teams to design, troubleshoot, and resolve data exchange and integration challenges, building strong working knowledge of common ERP systems
- Proactively evaluate and refine workflows to eliminate inefficiencies, reduce risk, and improve system reliability
- Monitor daily electronic data exchanges, identify anomalies or failures, and drive issues to resolution before downstream impact
- Develop and continuously improve technical documentation that enables faster issue resolution and increased client self-service
Skills
- Experience in a SaaS Support Environment
- Data Management experience including advanced Excel skills
- Excellent and demonstrated verbal and written communication skills
- Ability to learn new systems quickly – is 'tech savvy'
- Excellent organization and multi-tasking skills
- An inherent curiosity with the desire to dig deep to solve complex problems
- A client service mentality, with the adaptability and willingness to collaborate openly with other people
- A sense of ownership in the work that you do. Strong work ethic and the ability to work remotely with minimal supervision
- Preferably a bachelor's degree in Computer Science or any related IT degree
- Experience in the construction or distribution industries would be an asset
Benefits
- Healthcare Benefits: Standard REM
- PTO: Two weeks a year
Company Overview