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Technical Customer Support Rep Jobs (NOW HIRING)

Foundever

$19/hr

Technical Customer Support Representative Join our dynamic team at Foundever, where every interaction is an opportunity to make a difference! Location Requirements: Must live within the commuting ...

LTL Supply

Customer Support Representative

Green Bay, WI

$15.50 - $21.25/hr

Thoroughly reviewing schematics, drawings, and technical specs from customers and using this ... BECOME OUR NEW CUSTOMER SUPPORT REPRESENTATIVE! Since 1984, LTL Supply has served the industrial ...

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How much do technical customer support rep jobs pay per hour?

As of Jun 5, 2026, the average hourly pay for technical customer support rep in the United States is $18.43, according to ZipRecruiter salary data. Most workers in this role earn between $13.46 and $22.12 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Technical Customer Support Rep, and why are they important?

To thrive as a Technical Customer Support Rep, you need strong problem-solving abilities, technical aptitude, and a solid understanding of the products or services you support, often backed by a relevant associate degree or technical certification. Familiarity with CRM software, ticketing systems, and remote troubleshooting tools is typically required. Excellent communication, patience, and active listening skills help you effectively address customer concerns and build rapport. These skills ensure prompt and accurate resolutions, leading to higher customer satisfaction and loyalty.

What are some common challenges faced by Technical Customer Support Reps, and how can they be effectively managed?

Technical Customer Support Reps frequently encounter complex technical issues that require quick problem-solving and clear communication with customers who may not have technical backgrounds. Balancing high ticket volumes while maintaining quality service and accurate documentation can also be challenging. Effective management of these challenges involves continuous learning, leveraging internal knowledge bases, collaborating closely with engineering or product teams, and maintaining patience and empathy during customer interactions. Companies often provide onboarding and ongoing training to help reps stay up-to-date and confident in troubleshooting, ensuring both customer satisfaction and professional growth.

What does a Technical Customer Support Representative do?

A Technical Customer Support Representative assists customers by troubleshooting and resolving technical issues related to a company's products or services. They communicate with clients via phone, email, or chat to help diagnose problems, provide step-by-step solutions, and ensure customer satisfaction. Additionally, they may escalate complex issues to higher-level technicians, document customer interactions, and contribute to product improvement by relaying user feedback to development teams.

What is the difference between Technical Customer Support Rep vs Customer Service Representative?

AspectTechnical Customer Support RepCustomer Service Representative
Required CredentialsHigh school diploma; technical certifications often preferredHigh school diploma or equivalent
Work EnvironmentTechnical support centers, call centers, online chatCall centers, retail, online support
Employer & Industry UsageIT, software, hardware companiesRetail, telecom, service industries
Common Search & ComparisonTechnical issues, troubleshooting, product setupBilling, account inquiries, general questions

The main difference is that Technical Customer Support Reps handle technical issues, troubleshooting, and product setup, often requiring technical knowledge or certifications. Customer Service Representatives focus on general inquiries, billing, and customer satisfaction without technical expertise. Both roles are customer-facing but serve different needs within organizations.

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Technical Customer Support Rep jobs near you

Technical Customer Support Representative

HirexHire

Raleigh, NC • Remote

Full-time

Posted 8 days ago

Job description


ABOUT US

HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan.

We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses.

OUR CLIENT

Location: Raleigh, NC HQ (Remote)

Industry: Government Technology (SaaS)

Company Size: 50+

What They Do: Our client offers an end-to-end operating system for public agencies to communicate, listen, and make informed decisions. As an all-in-one engagement and communications platform, their mission is to connect government agencies with the communities they serve and facilitate equitable participation and representative data.

Contact HirexHire for more client information

THE ROLE

Our client is seeking a Technical Customer Support Representative to serve as the front line of the customer experience for their SaaS platform. This role is responsible for managing inbound support requests, guiding customers through platform functionality, and ensuring timely resolution of issues. You will support both day-to-day inquiries and time-sensitive customer workflows, including live or scheduled events, while partnering closely with internal teams to deliver a seamless and high-quality customer experience. This position requires strong communication, sound judgement, and the ability to remain calm in high-priority situations, with a primary focus on supporting customers during Pacific Time Zone business hours.

WHAT YOU WILL DO

  • Manage inbound customer support requests via chat, email, and screenshare with timely and professional communication.

  • Troubleshoot platform usage, configuration questions, and basic technical issues.

  • Support customers in preparing for and executing time-sensitive workflows, including live or scheduled events.

  • Provide real-time assistance for high-priority customer scenarios.

  • Identify, document, and escalate bugs or complex issues with clear and actionable context.

  • Collaborate with Customer Success, Implementation, and technical teams on complex or high-visibility accounts.

  • Maintain accurate documentation of issues, feature requests, and edge cases.

  • Contribute to internal knowledge base and support documentation.

  • Identify opportunities to improve customer outcomes and platform utilization.

WHAT YOU WILL NEED

  • 2-4 years of experience in customer support, customer success, or a similar role, preferably within a SaaS environment.

  • Ability to independently troubleshoot and resolve moderately complex technical issues such as permissions, configurations, or integrations.

  • Experience managing a support queue with competing priorities, including time-sensitive workflows.

  • Comfort investigating issues across systems such as admin settings, browser behavior, and basic API responses.

  • Experience documenting bugs and collaborating with engineering teams using tools like Azure DevOps or similar systems.

  • Familiarity with tools such as Intercom, Slack, and ticketing or workflow platforms.

  • Strong communication skills with the ability to guide non-technical users clearly and effectively.

  • Ability to navigate ambiguity and drive customer issues to resolution.

  • Strong organizational skills, attention to detail, and sound judgement on when to escalate issues.

  • Comfortable working Pacific Time Zone hours with occasional flexibility for time-sensitive support needs.