Technical Support Specialist | Work from Home
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- Philippines
- Permanent
- Full-time
Our client is a Houston-based channel marketing consulting firm with 45+ years of experience supporting national clients across B2B and B2B2C programs. They help clients manage complex marketing, rebate, loyalty, and technology-driven programs through operational excellence and purpose-built solutions.About the Role
Our client is adding a Technical Support Specialist to support a growing portfolio of client-facing programs and platforms. This is not a single-application support role. You will serve as the go-to resource across multiple programs, client environments, and internal teams — providing Tier 1 technical support, remote troubleshooting, operational documentation, and internal team assistance.The role begins with two primary support functions: Digital Signage Support and a Dealer Portal Support program. The role is designed to expand to additional platforms as the Specialist develops.What You’ll DoTechnical & Platform Support
- Provide Tier 1 troubleshooting and support across multiple client-facing platforms and systems
- Serve as the primary point of contact for client stakeholders and business partners when technical issues arise
- Resolve issues independently and route Tier 2 items to the appropriate internal teams with full documentation
- Monitor system status and proactively identify problems before they escalate
- Manage phone and email support with professionalism and patience across a moderate-volume, B2B environment
- Adapt communication style to the audience: retail store staff, dealer stakeholders, or internal team members
- Manage extended troubleshooting conversations, keeping all parties calm, informed, and confident
- Communicate issue status, timelines, and next steps clearly and proactively
- Capture tribal knowledge and create reliable, step-by-step process guides for all supported programs
- Build and maintain a centralized knowledge base covering workflows, escalation paths, and platform nuances
- Document all issues and resolutions to identify patterns and drive root-cause improvements
- Develop onboarding and training resources for future CPU team members
- Assist CPU colleagues with platform navigation, process questions, and ad hoc troubleshooting
- Contribute to process improvement initiatives across active client programs
- 3–7 years in technical support, customer support, operations, or program management
- Experience in multi-client or multi-platform B2B environments strongly preferred
- Bachelor’s degree preferred, or equivalent professional experience
- Critical thinker who is comfortable operating in ambiguous, multi-client environments
- Exceptional written and verbal English communication (required)
- Patient and empathetic when working with non-technical business contacts, including retail managers, dealer staff, and client stakeholders
- High responsiveness and ownership mindset; you take issues from first contact through full resolution
- Calm under pressure with sound judgment on when to resolve vs. escalate
- Natural inclination to document and leave processes clearer than you found them
- Comfortable navigating multiple web-based systems and client portals (10+ platforms preferred)
- Intermediate to Advanced proficiency in Microsoft Excel and Office 365
- Experience with ticketing systems (e.g., Zendesk, Freshdesk, or similar)
- Hands-on familiarity with digital signage systems, media players, or AV hardware is a strong plus. This person must understand how a television, media player, cabling, and network connection physically fit together well enough to walk a non-technical store employee through troubleshooting step-by-step over the phone
- Experience with requirements documentation, UAT coordination, or business analysis is a strong plus
- U.S. Central Time hours: 8:00 AM – 5:00 PM CT, Monday–Friday; follows U.S. holiday schedule