[Remote] Customer Service Technical Support

Note: The job is a remote job and is open to candidates in USA. MadCap Software, Inc. is at the forefront of developing best-in-class software solutions for content creation and management. They are seeking a Technical Customer Support Specialist to provide technical assistance, troubleshoot problems, and resolve customer inquiries related to software and hardware. Responsibilities Supports tickets via phone or email queue Identifies, investigates, troubleshoots, and resolves customer problems with computer software and hardware Fields support calls, chat, email, and/or other communication from users with inquiries regarding software and other technical concerns Consults with users to determine steps and procedures taken to identify and resolve the problem Applies knowledge of computer software, hardware, and procedures to solve problems Guides users through diagnostic and troubleshooting processes, which includes use of diagnostic tools, software, third party software, and/or following verbal instructions Collaborates with other team members to research and resolve problems Collaborates with other departments to explain errors and/or recommend modifications in software Commitment to helping the Support Team achieve its goals Performs other related duties as assigned Skills Excellent verbal and written communication skills 1+ years working in SaaS software industry Must use moderate customer service skills and willingness to go the extra mile when helping customers Team player with good interpersonal skills Ability to explain technical issues to technical and nontechnical employees and customers Work independently and as part of a team in a customer-driven, fast-paced environment where each member of the team is required to maintain department expectations as it relates to customer satisfaction and response time Strong analytical and problem-solving skills Ability to prioritize assignments provided by Team Lead and Manager Proficient with Microsoft Office Suite or related software Proficient with or the ability to quickly learn an array of computer hardware and software Experience with HTML and CSS are nice to have Benefits Work from home Competitive Salary & Annual bonus Employer Match for DPSP Flexible PTO Policy Company Overview MadCap Software revolutionizes content management, offering end-to-end solutions for creation, publication, distribution, and analysis of technical documentation and learning and development content. It was founded in 2005, and is headquartered in La Jolla, California, USA, with a workforce of 51-200 employees. Its website is