TalentBurst, an Inc 5000 company · 5 hours ago
Customer Technical Support
United States
Contract
Remote
Entry, Mid Level
$23/hr - $23/hr
2+ years expTalentBurst, an Inc 5000 company, is seeking a Technical Customer Support representative. The role involves engaging with customers to address their technical issues and providing support through various communication channels while ensuring a high level of customer satisfaction.
RecruitingStaffing Agency
Hiring Manager
Suprita Jha
Responsibilities
Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust
Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues
Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication
Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met
Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow
Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps
Document cases for customer requests from all channels: phone calls, chats, emails, and queues
Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp:
Billing and invoicing
Account authorization
Entitlement management
Download and installation
SketchUp Extensions
Crash identification
Bug tracking
Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests
Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required
Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education
Qualification
Required
Bachelor's Degree or equivalent experience in a customer solution environment
2 years of experience supporting customers via chat, email, and phone
Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
Technical proficiency and familiarity with computer systems, software, and Google Suite
Excellent communication skills, including active listening, empathy, and patience, with the ability to adapt communication styles to different audiences
Time management and prioritization skills, enabling high-quality and time-sensitive customer communications
Attention to detail while working through issue discovery and documenting case notes
Able to maintain composure and professionalism during high-pressure situations
Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
Comfortable working in a remote environment, with occasional in-office meetings
Preferred
Knowledge of 3D modeling, 3D graphics processing or energy performance
Background in Engineering, Architecture, Design, or User Experience
Customer Support Center Experience
Experience in multiple operating systems, such as Windows, Android, iOS, and Microsoft
Familiarity with customer support software, ticketing systems, and remote support tools
Company
TalentBurst, an Inc 5000 company
Founded in 2002, TalentBurst is an MBE and JCC certified firm that provides award winning solutions globally.
1001-5000 employees
H1B Sponsorship
TalentBurst, an Inc 5000 company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2023 (7)
2021 (1)
2020 (4)
Funding
Current Stage
Late StageLeadership Team
Jamie Jacobs (she/her)
Sr Vice President of Strategic Partnerships and DE&I/ESG Council
Recent News
2025-11-19
Seattle TechFlash
2025-04-17
Company data provided by crunchbase