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Customer Support Specialist (Technical)

Remote Full-time Part-time Contract Posted 2 hours ago

Help customers with domains, hosting, email, and billing. Troubleshoot issues and ensure a world-class support experience.

About the Role

We are looking for a Customer Support Specialist to be the first line of support for our users. You will help customers troubleshoot technical issues, answer questions about our services, and ensure every interaction leaves them satisfied.

You'll handle inquiries via ticket system, email, and live chat. Topics range from domain DNS configuration and hosting setup to billing questions and API integration guidance. Full training provided — we'll teach you everything you need to know about our platform.

Key Responsibilities
  • Respond to customer inquiries via ticket, email, and live chat in a timely manner
  • Troubleshoot and resolve technical issues (DNS, email setup, hosting, billing, API)
  • Escalate complex issues to senior team members when necessary
  • Create and update help desk articles and knowledge base documentation
  • Gather customer feedback and share insights with product and engineering teams
  • Guide new customers through onboarding and initial setup
  • Maintain high CSAT scores and first-response SLA
Requirements
  • 1+ year in customer support, preferably in hosting, SaaS, or tech
  • Excellent written English — clear, professional, empathetic
  • Basic technical knowledge (DNS, web hosting, email, cPanel, domains)
  • Patient, solution-oriented mindset
  • Ability to multitask and prioritize in a fast-paced environment
  • Comfortable with support ticketing systems (Zendesk, Freshdesk, Help Scout, or custom)
  • Willingness to learn and adapt to new technologies
Benefits & Perks
  • Fully remote — work from anywhere
  • Flexible full-time or part-time schedule with rotating shifts
  • Training and certification programs provided
  • Clear growth path to Senior Support, Team Lead, or Product roles
  • Free access to all UMVA products and services
Equal Opportunity Employer

UMVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

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