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STAFFVIRTUAL Logo STAFFVIRTUAL · IT - Software Development

Technical Support Specialist - Product Troubleshooting

· Job Posted May 05, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 1 to 3 years of experience in technical support, product support, or customer support with troubleshooting responsibilities
  • Experience with Discord (and moderating on the platform)
  • Has a basic understanding of Coding in C++, working with Arduinos and robotics
  • 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

Nice to have

Familiarity with Gorgias, Slack, and Google Workspace

What we offer

  • Competitive compensation package
  • Remote role with flexibility
  • Work with a creative, mission-driven startup in the EdTech space
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