Customer Support Representative with Programming/IT experience | Full WFH
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About the Role
Are you passionate about technology and helping customers succeed? Join our team as a Technical Support Agent / Customer Support Representative for Talon.One’s innovative SaaS platform. If you have experience or knowledge in programming, coding, or development, this is your chance to apply your skills in a customer-facing role—solving real-world technical challenges and making a direct impact.
You’ll be the go-to expert for our customers, troubleshooting software issues, and working closely with engineering and product teams. This is a great opportunity to grow your technical and communication skills in a dynamic, remote environment—with a team that values learning, collaboration, and customer success.
What You’ll Do
Respond to customer inquiries and technical issues via email, chat, and phone, ensuring prompt and effective solutions.
Troubleshoot and diagnose software problems, using product knowledge, internal tools, and debugging techniques.
Collaborate with engineering and product teams to resolve complex technical issues.
Document customer interactions and technical solutions in a clear, organized manner.
Identify trends in customer issues and provide feedback to help improve product performance and user experience.
Contribute to our support documentation, knowledge base articles, and FAQs.
Stay updated on new features and platform enhancements to better assist customers.
What We’re Looking For
Experience in technical support, preferably within SaaS or software companies.
Strong problem-solving and analytical skills—you enjoy digging into technical challenges and finding solutions.
Excellent communication skills, with the ability to explain technical concepts to non-technical users.
Experience or knowledge in programming, coding, or development (e.g., Python, JavaScript, or similar languages).
Familiarity with web technologies, APIs, Postman, and software development concepts.
Ability to work independently and as part of a team.
Strong organizational and time management skills.
Experience with customer support tools, PSQL, and ticketing systems is a plus.
Comfortable working rotating 24/7 shifts (EST).
Nice-to-Have
Experience with paid social media advertising is a bonus, but not required.
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