Technical Support Specialist
Primary stack
Nice to have's
Job description
About the Position
Join ArboStar - Revolutionize Tree Care with Us!
ArboStar is the leading all-in-one business management platform crafted by arborists, for arborists. Since 2013, we’ve been empowering tree care companies to streamline operations, reduce costs, and boost profits. Our innovative, cloud-based software integrates everything from CRM and scheduling to GPS tracking and business analytics, ensuring seamless workflow and exceptional customer satisfaction.
At ArboStar, we pride ourselves on fostering a dynamic and supportive work environment. We value creativity, collaboration, and dedication to excellence. Join our team and help us transform the tree care industry with cutting-edge technology and outstanding service.
We are seeking a Technical Support Specialist to lead client support during implementation, resolve technical challenges, and improve overall service quality under Customer Success. In this role, you will act as a key liaison between clients and internal teams, ensuring a seamless user experience while driving continuous improvements in our technical support processes.
Responsibilities
Client Support During Implementation
- Collect and assess technical issues from newly signed clients to ensure a smooth and efficient onboarding process.
- Lead troubleshooting meetings and provide real-time technical support via Google Meet, phone calls, and recorded training materials to ensure effective issue resolution.
Technical Support & Client Assistance
- Act as the first point of contact for clients experiencing technical issues.
- Manage client requests via emails, calls, and CRM systems.
- Address customer queries via live chat quickly and effectively.
- Diagnose and troubleshoot technical problems, escalating complex cases to developers while maintaining a high level of client satisfaction.
- Create and manage bug reports, tracking issues using CRM platforms such as Jira, Pipedrive, or similar systems.
- Work closely with the QA department to reproduce and analyze errors for effective resolution.
Ongoing Client Success & Engagement
- Proactively check in with clients to ensure continued system usage, resolve potential issues, and enhance customer satisfaction.
- Assist in developing user guides, FAQs, and other training materials to improve client self-sufficiency.
Requirements
Technical & Industry Experience
- Experience in the IT industry (client onboarding, technical support, or customer success in a B2B SaaS environment).
- Strong technical troubleshooting skills and ability to communicate complex concepts clearly to non-technical users.
- Familiarity with CRM platforms such as Pipedrive, Jira, Zendesk, or similar systems is preferred.
Communication & Training Skills
- Excellent English communication skills (C1 or higher), both written and verbal.
- Strong presentation and training skills, with the ability to conduct client sessions via Google Meet or phone.
Professionalism & Organization
- Highly organized and self-motivated, capable of handling multiple tasks and shifting priorities.
- Customer-focused approach with a commitment to providing excellent service.
Flexibility & Work Schedule
- Ability to work from 16:00 to 00:00 (Kyiv time).
- After three months of employment, a schedule from 08:00 to 16:00 (Kyiv time) may be available, depending on the position.
Preferred, but not required
- Experience in technical writing.
We Offer
- Fully remote work.
- An opportunity to significantly influence the direction of the company.
- Steep learning curve and personal growth opportunities.
- Access to courses and training.
- Corporate English language training.
- 10 days paid vacation.
- Competitive salary.
- Work in a green industry.
About the Company
At ArboStar, we pride ourselves on fostering a dynamic and supportive work environment. We value creativity, collaboration, and dedication to excellence. Join our team and help us revolutionize the tree care industry with innovative technology and outstanding service.
© ArboStar. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
When you run your business, no matter the size, you think of it as a whole. While at certain times you might work on some aspects that might need special attention — either client relations, or leads conversion, scheduling or finance, you always need to see the full picture and have access to all the data fast. The solution to your business challenge should be simply at your fingertips at any given moment.We have designed our system for tree care industry with a modern business in mind that puts its clients’ interests at its heart. We thought of all the features that will help it run smoothly and prompt growth, and be exciting and simple enough for the employees to work with.As we saw systems existing in the market only cover only one aspect of the business, and leave out other parts. The clients have to go through software integration, juggling multiple interfaces, draw data from different sources.While working on the software development we have simply put together the wishlist of features that a modern tree care business would need, and ticked off all the boxes.We have designed a fully comprehensive system loaded with automated and analytical features!