Technical Support Associate (SaaS | APIs | AI Tools)

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldnt find a customer service partner that was as innovative as they were they built it. Many companies view their customer care as a cost center but we believe it can be so much more! If you delight the customer listen to their feedback and use their insights to gather data about products and offerings customer care can have a strategic role in growing a business.

Technical Support Specialist

The role

We need a Technical Support Specialist who can take ambiguous customer reported problems and drive them to resolution with minimal handholding. You will troubleshoot across configuration workflows permissions provisioning triage integrations and data issues. You will communicate clearly during investigations and write escalations that Solutions Engineering and Engineering can act on. This role requires high agency strong technical troubleshooting and the judgment to balance speed with thoroughness.

What youll do

• Own tickets end to end: clarify investigate resolve or escalate and close the loop with the customer

• Diagnose with customers live: ask sharp questions narrow the problem and translate symptoms into testable hypotheses

• Triage work: balance urgency clinical impact and internal dependencies

• Troubleshoot technical issues: work with JSON logs admin tools basic database concepts and API integrations

• Escalate well: include repro steps timestamps and identifiers expected vs actual behavior impact severity and artifacts

• Reduce repeat issues: update runbooks improve playbooks and escalate recurring bugs with clear examples and impact

• Document learnings: strengthen internal knowledge and improve support processes over time

• Communicate clearly in writing and live conversations including clinician friendly explanations

Typical issues youll handle

• User provisioning issues (triage evidence gathering coordination with customer IT and internal solutions engineering)

• Workflow and form configuration requests that require judgment not copy-paste Integration and data issues where you inspect JSON and isolate the fault line

• Bugs that require clean reproduction and strong escalation writeups

• Customer communications in clinical environments where accuracy and clarity matter

What you bring

• 3 years in technical support customer service or another customer facing role (B2B SaaS preferred; healthcare is a plus)

• Strong written customer communication: clear updates accurate framing and expectation setting

• Ability to work independently and choose a good approach with the resources available

• Strong internal writing: ticket notes and escalations others can follow

• Comfort with technical artifacts (JSON logs basic API concepts admin consoles; SQL is a plus)

• Familiarity with Zendesk Intercom and Jira

• Exposure to AI enabled products or workflows and comfort using AI tools to move faster and improve quality Logistics

We have a distributed team. You will be expected to work East Coast or Central hours.

Technology Requirements:

• A licensed Windows computer with a serial number is the only computer we will accept for this position. We dont allow customized or jailbroken homemade devices.

• Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam. Download and upload speed must be at least 25MBPS.

• All agents must have a working camera to be used during training sessions and 1:1 conversations

• Agents must be willing to have Crowdstrike be installed in their personal computer/laptop

• Agents must have a working headset with a microphone speakers are not permitted for use while on calls.

• Processor: Intel Core i5-4440 CPU 2.10 GHz

• Memory: Minimum: 8GB but recommend: 16 GB

  • OS: Windows 32-Bit and 64-Bit (Windows 11)

• All agents will be required to install third-party software in order to run the screen capture module:

  • Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C 2019 Redistributable 32-bit. l Framework 4.6.2or 4.7.x

• All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.

Benefits:

• A fully remote work environment

• This is currently a contract position offering competitive wages

• Comprehensive training on our products and services.

• Career development opportunities including internal promotions.

• A positive and growing work culture that values diversity and inclusivity.

If you possess a compassionate nature thrive in a customer-centric role and have a passion for assisting others we encourage you to apply.