Technical Support Specialist

Job Overview

The role of a Technical Support Specialist centers on maintaining strong customer and partner relationships by delivering exceptional assistance and service. This position focuses on encouraging customer engagement and satisfaction with the TopCo suite of products, including SiteDocs, GoCanvas, and Device Magic. Success in this role is measured by customers' ongoing use and renewal of these products, thereby driving sustained revenue.

Core Responsibilities

• Manage and resolve customer inquiries and issues efficiently through Zendesk ticketing and emails.
• Handle inbound and outbound customer support calls effectively via the support hotline.
• Educate customers on utilizing TopCo products optimally to ensure continued success.
• Troubleshoot and resolve product-related problems promptly.
• Gather and document customer feedback in Trello to inform product improvements.
• Accurately track all customer interactions in the CRM system.
• Support team members within the Customer Experience Team as needed.
• Ensure timely and accurate form creation and meet associated deadlines.
• Recommend enhancements to help resources, documentation, processes, and guides to improve customer support.
• Participate in special projects assigned by leadership and contribute to a culture of team collaboration and process enhancement.
• Attend scheduled and ad-hoc meetings, assisting senior support specialists when required.

Qualifications and Skills

• Must possess a BA/BS degree or equivalent education.
• Demonstrated experience in customer support or a related area.
• Excellent communication skills—verbal, written, and listening abilities—capable of teaching and presenting concepts clearly.
• Proficiency and familiarity with iPads, tablets, smartphones, and related applications.
• Strong problem-solving aptitude and ability to quickly learn new software.
• Detail-oriented with excellent follow-through and organizational skills.
• Ability to work effectively both independently and as part of a team.
• Empathy and genuine care for customers, with a drive to exceed basic expectations and enhance customer experiences.
• Calmness under pressure, able to manage difficult situations and turn challenges into positive outcomes.
• Comfortable using technology frequently and adapting to new tools.

Personal Attributes

• Integrity, kindness, patience, and honesty in interactions.
• Commitment to fulfilling promises and fostering authentic, respectful relationships.
• Team-oriented mindset valuing clear communication and collective success over individual achievement.
• Enthusiasm for continuous improvement, learning from mistakes, and adapting in fast-moving contexts.
• Focus on data-driven decision-making and efficiency enhancement.