Technical Support Specialist - Product Troubleshooting (Remote)

Job Title: Technical Support Specialist - Product Troubleshooting (Remote)

About the Client: Our client is a fast-growing, US-based company in the educational technology space. They design and deliver hands-on, subscription-based products that combine physical builds with digital learning content to create engaging, interactive experiences for customers.

Overview: We are hiring a Technical Support Specialist for a client that offers hands-on, build-it-yourself products designed for learning and creativity. This role goes beyond traditional customer support. You will help customers successfully assemble, troubleshoot, and enjoy their products. You'll work closely with users (often beginners) to resolve build issues, identify product concerns, and guide them through solutions in a clear and supportive way.

Responsibilities:

• Provide high-quality support via tickets, email, chat, and phone calls

• Troubleshoot product-related issues, including: assembly and build challenges, missing or damaged parts, mechanical or functionality concerns, navigating instructions or digital guides

• Guide customers through step-by-step solutions in a clear, friendly, and easy-to-follow manner

• Simplify technical concepts for non-technical users

• Diagnose issues and determine appropriate resolutions (troubleshooting vs replacement)

• Coordinate replacements or escalate product issues when necessary

• Document solutions and contribute to internal knowledge bases

• Identify recurring issues and provide feedback to improve products and processes

• Collaborate with internal teams

Qualifications:

• 1 to 3 years of experience in technical support, product support, or customer support with troubleshooting responsibilities

• Strong problem-solving and critical thinking skills

• Experience guiding customers through step-by-step troubleshooting

• Excellent written and spoken English with a clear, conversational tone

• Experience handling multi-channel support (tickets, email, chat; phone is a plus)

• Must have a reliable laptop and high-speed internet connection.

• Willing to work night shift

• Familiarity with Gorgias, Slack, and Google Workspace is a plus

Schedule: 10PM to 7AM Philippine Time (subject to change)

Setup: Remote / WFH

Start Date: ASAP

Why Join Through STAFFVIRTUAL?

• Competitive compensation package

• Remote role with flexibility.

• Work with a creative, mission-driven startup in the EdTech space.
  
  

Apply now!