The Technical Support Representative is an integral team member on our Customer Support team, providing exceptional technical assistance to our valued customers. This position will handle incoming phone calls, chats, and emails, addressing various technical support inquiries related to our products and services. 

Essential Duties and Responsibilities:

To perform this job successfully, an individual will possess the skills, aptitudes, and abilities to perform each function proficiently. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

• Key Competencies: To perform this job successfully, an individual will demonstrate the following key competencies. 
• CRM Experience: Knowledge and experience using CRM tools, such as Salesforce or Zendesk. 
• Browser Troubleshooting: Proficient in troubleshooting issues based on various browsers. 
• Technical Troubleshooting: Strong proficiency in troubleshooting technical issues and providing clear instructions. 
• Effective Communication: Proficiently engages with individuals from diverse cultural and socio-economic backgrounds, demonstrating active listening, clear articulation, and skilled utilization of non-verbal cues. Resolves conflicts with empathy and maintains emotional composure in challenging situations, ensuring effective communication. 
• Multitasking: Ability to multitask and prioritize tasks effectively in a fast-paced environment. 
• Website Experience: Familiarity with WordPress and basic HTML/CSS knowledge preferred.  
• Quality Service: A passion for providing exceptional customer service and resolving customer issues promptly. 

Qualifications: 

The requirements below represent the language, math, reasoning, and technical abilities required for the position. 

• Language: Advanced ability to effectively communicate with others; read, write, comprehend, and interpret documents, correspondences, and memos. 
• Math: Intermediate math reasoning skills with the ability to add, subtract, multiply, and divide into all units of measure, calculate figures, and count money. 
• Reasoning: Advanced ability to reason with logic, solve practical problems, and manage a variety of concrete variables in situations where only limited standardization exists. Ability to interpret various instructions furnished in written, oral, diagram, or schedule form. 
• Technical Aptitude: Advanced Skills and ability to train and utilize various systems and software programs, including Jira, Confluence, Salesforce, and native middleware systems. Proficient in Microsoft Office Suite (i.e., Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, SharePoint, Teams) 

Working Environment and Physical Requirements: 

The work environment characteristics described represent conditions a remote employee may encounter while performing the essential functions of this job. Work is performed in a remote home “office environment,” with potential exposure to variable temperatures, moderate noise levels, cleaning chemicals, airborne particles, and occasional fluctuations in outside weather conditions. 

• Ability to see color and have clear vision at 20 inches or less.  
• Ability to regularly sit, utilize hands and fingers, reach (with arms), talk, hear, stand, lift, push, pull, perform repetitive tasks, work around moderate noise levels safely, and conscientiously carry at least 15 pounds without assistance, adhering to safety and lifting protocols. 
• Ability to frequently balance, kneel, climb, stoop, and crouch. 

Education/Experience: 

• An Associate's or Bachelor’s Degree in Computer Science, Information Technology, or a related field preferred, or a similar field, plus 1+ years' experience in customer service. 
• OR comparable experience will be considered. 

Schedule: 

• Hours may fluctuate depending on organizational needs. Corporate office hours are Monday-Friday 6:00 am to 5:00 pm Pacific Time. 

Equal opportunity statement

Elm Street Technology is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law.

Remote work eligibility

This position is open to candidates located anywhere in the United States. Candidates must be legally authorized to work in the U.S. without visa sponsorship, now or in the future. This role does not require relocation.

Pay transparency

In accordance with applicable state and local pay transparency laws, the hourly rate for this position is $25 per hour. This hourly rate reflects base salary only and does not include any potential bonus, equity, or benefits.

Accommodation notice

Elm Street Technology is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. If you require an accommodation, please contact [HR email or contact method].

E-Verify / work authorization

Elm Street Technology participates in E-Verify. Upon hire, we will provide the federal government with Form I-9 information to confirm work authorization.