The Campaign Registry (TCR) works with North American and global mobile operators and CPaaS companies to register Application-to-Person (A2P) text messaging Campaigns. We are a profitable scale-up with a dynamic environment. Our products are both platform and API based and address different stakeholders in the telecommunication/CPaaS industries.
We’re proud of our track record of providing exceptional customer service and high-quality solutions to our customers. We are looking for a sharp, curious, and highly motivated individual to join our team as a Technical Support Specialist. You will be the face of our product for our users, helping them navigate technical challenges and ensuring they get the most value from our platform. You don’t need a Computer Science degree, but you must love solving puzzles, learning how things work under the hood, and helping people. TCR is committed to providing on-the-job training, but the employee will be expected to show an ability to learn quickly and independently. Note: This is an hourly position and is eligible for overtime.
Key Responsibilities
- – Problem Solving: Act as the first point of contact for customer inquiries, diagnosing and troubleshooting technical issues with patience and clarity.
- – Knowledge Mastery: Become an expert in our product’s features, APIs, and integrations.
- – Feedback Loop: Partner with our Engineering and Product teams to report bugs and advocate for feature improvements based on user feedback.
- – Technical Support and Troubleshooting
- – Provide 1st Level support, such as password resets and updating settings
- – Provide 2nd Level support, which involves advanced research, problem solving, trial and error, and thinking outside the box to find solutions
- Training & Guidance
- – Provide clear & detailed steps for customers to follow
- – Direct customers to appropriate sources of information
- – Keep abreast of new features and changes to our products
- – Create and update solution articles and other documentation
- Communicating
- – Use tactful and appropriate dialog to work with customers of a variety of technical backgrounds, cultures, and personalities
- – Coordinate closely with internal teams to find answers
- – Coordinate closely with external vendors and develop these relationships as part of an overall solutions framework
- – Provide clear and detailed bug reports to the Engineering team
- – Provide clear and detailed enhancement requests to the Product team
- – Route tickets to the appropriate departments while maintaining overall responsibility for ensuring a solution
- Other Projects & Tasks as Needed
Required “DNA”
- High Technical Aptitude: You’re the person friends call when their tech breaks. You aren’t afraid of looking at code or logs, even if you can’t write them from scratch.
- Exceptional Communication: You can explain complex concepts to a “non-techie” without sounding condescending.
- Relentless Curiosity: You enjoy the “hunt” of finding a solution and aren’t satisfied with just saying “I don’t know.”
- Resilience: You stay calm and empathetic, even when a customer is frustrated.
Qualifications and Requirements
- Education and Certification
- – Minimum Associate’s degree required
- – Bachelor’s degree in Computer Science, Information Technology, or related field (nice to have but not required)
- Experience
- – Problem-solving background
- – Customer service experience is a plus
- Technical Skills
- – Familiarity with operating systems, browsers, and software applications in general
- – Experience using APIs preferred
- – Basic understanding of SQL queries preferred
- – Technical support experience is a plus
- Soft Skills
- – Excellent communication skills, both written and verbal
- – Ability to work independently in a fully remote setting
- – Ability to translate complex technical concepts into accessible language
- – Strong problem-solving skills and analytical thinking
- – Time management and organizational abilities
- – Attention to detail
- – Customer service orientation with patience and empathy
- – Self-motivation and a strong work ethic
- – Flexibility to adapt to changing technological landscapes
- – Commitment to continuous learning and professional development
- – Proactive mindset for identifying and addressing potential issues
- – Ability to prioritize effectively
Benefits and Compensation
- – Basic Hourly Range: $30.00- $38.00 hourly. The hourly rate may be adjusted within this range based on the candidate’s qualifications, experience and specific needs of the job.
- – Health Care Plan (Medical, Dental, Vision)
- – Retirement Plan (401k, IRA)
- – Life Insurance (Basic, Voluntary & AD&D)
- – Paid Time Off (Vacation, Sick & Public Holidays)
- – Training & Development
- – Equipment Provided: Yes
This full-time remote position offers competitive compensation, comprehensive benefits, and the opportunity to play a pivotal role in supporting our organization’s continued success by ensuring our customers’ success. We are an equal opportunity employer.
