Technical Support Specialist

Overview

• 3–5 years of BPO experience in a technical support environment.
• Skilled in handling frontline concerns and high-level escalations.
• Experienced in providing email and chat support for global customers.
• Strong background in billing, retention, subscription management, and web hosting support.
• Great at research and tool utilization for resolving complex concerns.
• Highly adaptable in fast-paced environments, including schedule changes and team movements.
• Forward-thinking, proactive, and customer-obsessed professional.

Experience & Background

3–5 years of experience in BPO-based technical support roles, handling:

• Email and chat interactions.
• Billing, refunds, and subscription adjustments.
• Account recovery and retention-related concerns.
• Tier 2 escalations, advanced troubleshooting, and web hosting management.
• Proven success in managing frontline resolution and high-priority escalations.
• Experienced in collaborating with cross-functional teams (Product, Billing, Success Team).
• Familiar with SaaS, eCommerce, web hosting, and creator economy environments.
• Knowledge of email marketing is a plus, but not required.

• Served as an SME (Subject Matter Expert) or in a leadership-capacity support role, where responsibilities included:

• Guiding agents on complex or sensitive cases.

• Handling deep-dive investigations and complex technical issues for resolution.
• Providing coaching, feedback, and clarification on workflows and process updates.
• Acting as an escalation point to ensure quick and accurate resolution of customer-impacting concerns.

Core Skills & Competencies

Technical Proficiency

• Skilled in SaaS troubleshooting, technical issue resolution, and web hosting management.
• Knowledgeable in API integrations, automations, and domain setup.
• Familiar with HTML, CSS, and JavaScript for basic diagnostics.
• Proficient in billing system support (Stripe, PayPal).
• Experienced in using helpdesk tools such as Intercom, Zendesk, Jira, and Slack.
• Excellent in researching, tool utilization, and root cause analysis for complex issues.

Customer Communication

• Exceptional written communication for email and chat channels.
• Able to simplify technical solutions into easy-to-understand steps.
• Skilled in empathy-driven communication and customer de-escalation.
• Maintains a calm, respectful, and professional tone at all times.
• Effectively manages retention and loyalty-building conversations.

Collaboration & Accountability

• Works effectively with internal teams to resolve complex or escalated issues.
• Provides detailed and accurate case documentation.
• Demonstrates ownership and follow-through until resolution.
• Shares insights and feedback to improve workflows and training materials.
• Engages in team discussions and contributes to continuous learning.

Forward-Thinking & Continuous Improvement

• Identifies recurring issues and recommends process, product, and hosting environment improvements.
• Proactively enhances the knowledge base and self-service content for customers.
• Keeps up with Kajabi product updates, web hosting trends, and emerging SaaS technologies.
• Participates in innovation initiatives to improve efficiency and experience.
• Applies strategic and preventive thinking to reduce future escalations.

Adaptability & Work Ethic

• Quickly adapts to new schedules, team structures, and organizational changes.
• Thrives in a fast-paced, dynamic environment with evolving processes.
• Consistently meets or exceeds productivity and quality targets.
• Displays flexibility during product launches or high-volume periods.

Behavioral Strengths

• Empathetic and customer-focused approach.
• Analytical mindset with high attention to detail.
• Calm and solution-oriented during challenging interactions.
• Reliable, accountable, and collaborative team player.
• Open to feedback and committed to personal and professional growth.

Technical Environment Familiarity

• Platforms: Kajabi, Google Applications
• Tools: Intercom, Zendesk, Confluence, CRMs, Slack

• Knowledge Areas:

• Billing and retention support

• Account management and subscription troubleshooting
• Advanced technical troubleshooting, escalations, and web hosting management.