Remote Technical Support Specialist

*About the Role* Business Facilitating is looking for a *Technical Support Specialist* to join our operations team. In this role, you'll be the frontline resolution point for our Partners and their customers on our shipping and logistics platform — troubleshooting issues, guiding users through setup and integrations, and keeping our support documentation sharp and current. This is a great fit for someone who enjoys solving problems, is comfortable with shipping/logistics software, and can explain technical concepts clearly to non-technical users. We have openings for *both full-time and part-time* candidates. *What You'll Do* * Resolve technical support tickets and answer inbound support calls within service-level targets. * Assist our Partners and their customers troubleshoot our shipping platform — account setup, label creation, carrier configuration, integrations, and compliance issues. * Diagnose issues and submit clear, well-documented escalation tickets to our platform vendor. * Write, update, and maintain Partner-facing support documentation and knowledge-base articles. * Administer support tools including our CRM/ticketing system, phone system, and email provisioning. * Train and assist internal team members on technical support topics. * Support special technical projects as assigned. _(Full-time roles include additional responsibility for team coordination and process oversight; part-time roles focus on ticket and call resolution.)_ *What We're Looking For* * Experience in technical support, customer support, or a logistics/shipping operations role. * Comfort learning and working within shipping or SaaS platforms (experience with FedEx, UPS, DHL, or shipping software a plus). * Strong written communication — able to produce clear, step-by-step documentation. * Familiarity with CRM/ticketing systems (HubSpot experience a plus). * Strong problem-solving skills and a customer-first attitude. * Ability to manage multiple tickets and priorities in a fast-paced environment. * For full-time candidates: prior team lead or supervisory experience is a plus. *Benefits* We offer a competitive benefits package for eligible employees, including: * *Health insurance* * *Dental insurance* * *Vision insurance* * *401(k) retirement plan* * *Paid time off (PTO) and paid holidays* * *Ongoing training and professional development* * *Opportunities for growth and advancement within the company* _(Part-time positions may be eligible for a prorated or select benefits package — details discussed during the interview process.)_ Pay: $15.00 - $25.00 per hour Benefits: * 401(k) matching * Dental insurance * Flexible schedule * Health insurance * Paid time off Work Location: Hybrid remote in American Fork, UT 84003