{"schemaVersion":"jobsearcher.job.v1","id":"dac599ff809c4a9506c1348a","url":"https://jobsearcher.com/jobs/dac599ff809c4a9506c1348a","canonicalUrl":"https://jobsearcher.com/jobs/dac599ff809c4a9506c1348a","title":"Technical Customer Support Representative","description":"About Us\r\nAt MadCap Software, we’re at the forefront of developing best-in-class software solutions for content creation, collaboration, publishing, management, and analytics & reporting. More than 10,000 leading organizations around the globe rely on MadCap Software’s solutions to create better content experiences for their customers and employees. Come join our awesome Team!Increase your chances of an interview by reading the following overview of this role before making an application.Propel Your Professional Growth\r\nEvery day we refine, iterate, and explore how to make work better for everyone. Join us in creating a better future of work that’s more connected, inclusive and flexible. We offer competitive benefits and compensation plans for our teams in addition to being:\r\nConnected: We come together — across time zones, regions, offices and screens.\r\nInclusive: Our teams reflect the rich diversity of our world, with equitable access to opportunity for everyone.\r\nFlexible: We believe in the freedom to work when and how you work best, to help us thrive.Position Summary\r\nThe Technical Customer Support Specialist provides timely, professional, and effective technical support to customers by diagnosing and resolving software and hardware issues. This role is responsible for managing support requests through phone and email channels, troubleshooting technical problems, guiding users through resolution steps, and collaborating with internal teams to ensure a positive customer experience.The ideal candidate combines strong technical problem-solving skills with excellent communication and customer service abilities and can effectively explain technical concepts to both technical and non-technical users.The schedule for this position is 9:30 AM PDT - 6:30 PM PDTDuties and Responsibilities\r\nRespond to and manage customer support tickets through phone, email, chat, and other designated support channels.\r\nIdentify, investigate, troubleshoot, and resolve customer issues involving computer hardware, software, applications, and related technologies.\r\nGather relevant information from customers to understand the issue, identify potential causes, and determine appropriate troubleshooting and resolution steps.\r\nGuide customers through diagnostic and troubleshooting procedures using available diagnostic tools, software, third-party applications, and verbal or written instructions.\r\nApply knowledge of computer hardware, software, systems, and standard troubleshooting procedures to resolve technical issues efficiently.\r\nDocument customer interactions, troubleshooting steps, resolutions, and other relevant information accurately and thoroughly.\r\nCollaborate with members of the Support Team to research and resolve complex or escalated technical issues.\r\nWork with other departments to communicate software issues, identify recurring problems, and recommend potential product or process improvements.\r\nMaintain a high level of customer service and professionalism throughout all customer interactions.\r\nContribute to the Support Team's goals related to customer satisfaction, response times, resolution times, and overall service quality.\r\nStay current on relevant products, software, systems, and support procedures.\r\nPerform other related duties and responsibilities as assigned.Required Skills and Qualifications\r\nExcellent verbal and written communication skills.\r\nStrong customer service skills with a demonstrated willingness to go above and beyond to assist customers.\r\nAbility to communicate technical information clearly and effectively to both technical and non-technical users.\r\nStrong analytical, troubleshooting, and problem-solving skills.\r\nAbility to work independently while also collaborating effectively as part of a team.\r\nAbility to prioritize and manage multiple assignments in a fast-paced, customer-focused environment.\r\nAbility to work effectively within established department expectations for customer satisfaction, response times, and service quality.\r\nStrong interpersonal and relationship-building skills.\r\nAbility to quickly learn and apply knowledge of new computer hardware, software, applications, and technical systems.\r\nProficiency with Microsoft Office Suite or comparable productivity software.\r\nStrong attention to detail and commitment to accurate documentation.\r\nAbility to follow established procedures while using sound judgment to identify appropriate solutions.Benefits/Perks\r\nWork from home\r\nCompetitive Salary & Annual bonus\r\n100% Employer Paid Medical, Dental and Vision Insurance for Employee Only Coverage\r\nEmployer Match for 401(k) plan\r\nEmployer paid short & long term disability and life insurance\r\nFlexible PTO Policy + 12 Company paid holidays a yearMadCap Software is fully remote, with employees distributed across the US. We are currently hiring in the following approved states: California, Colorado, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Maryland, New Jersey, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington, Wisconsin.*We reserve the right to change the list of approved locations at anytime.Hourly wage: $21.15 - $23.08 per hourIn addition to our commitment to equal pay for equal work, MadCap is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status. xsgimlnRemote working/work at home options are available for this role.","company":"Madcap Software","rawCompany":"madcap software","city":"Myrtle Point","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-10-14T02:00:38.063Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Customer Support Representative","description":"About Us\r\nAt MadCap Software, we’re at the forefront of developing best-in-class software solutions for content creation, collaboration, publishing, management, and analytics & reporting. More than 10,000 leading organizations around the globe rely on MadCap Software’s solutions to create better content experiences for their customers and employees. Come join our awesome Team!Increase your chances of an interview by reading the following overview of this role before making an application.Propel Your Professional Growth\r\nEvery day we refine, iterate, and explore how to make work better for everyone. Join us in creating a better future of work that’s more connected, inclusive and flexible. We offer competitive benefits and compensation plans for our teams in addition to being:\r\nConnected: We come together — across time zones, regions, offices and screens.\r\nInclusive: Our teams reflect the rich diversity of our world, with equitable access to opportunity for everyone.\r\nFlexible: We believe in the freedom to work when and how you work best, to help us thrive.Position Summary\r\nThe Technical Customer Support Specialist provides timely, professional, and effective technical support to customers by diagnosing and resolving software and hardware issues. This role is responsible for managing support requests through phone and email channels, troubleshooting technical problems, guiding users through resolution steps, and collaborating with internal teams to ensure a positive customer experience.The ideal candidate combines strong technical problem-solving skills with excellent communication and customer service abilities and can effectively explain technical concepts to both technical and non-technical users.The schedule for this position is 9:30 AM PDT - 6:30 PM PDTDuties and Responsibilities\r\nRespond to and manage customer support tickets through phone, email, chat, and other designated support channels.\r\nIdentify, investigate, troubleshoot, and resolve customer issues involving computer hardware, software, applications, and related technologies.\r\nGather relevant information from customers to understand the issue, identify potential causes, and determine appropriate troubleshooting and resolution steps.\r\nGuide customers through diagnostic and troubleshooting procedures using available diagnostic tools, software, third-party applications, and verbal or written instructions.\r\nApply knowledge of computer hardware, software, systems, and standard troubleshooting procedures to resolve technical issues efficiently.\r\nDocument customer interactions, troubleshooting steps, resolutions, and other relevant information accurately and thoroughly.\r\nCollaborate with members of the Support Team to research and resolve complex or escalated technical issues.\r\nWork with other departments to communicate software issues, identify recurring problems, and recommend potential product or process improvements.\r\nMaintain a high level of customer service and professionalism throughout all customer interactions.\r\nContribute to the Support Team's goals related to customer satisfaction, response times, resolution times, and overall service quality.\r\nStay current on relevant products, software, systems, and support procedures.\r\nPerform other related duties and responsibilities as assigned.Required Skills and Qualifications\r\nExcellent verbal and written communication skills.\r\nStrong customer service skills with a demonstrated willingness to go above and beyond to assist customers.\r\nAbility to communicate technical information clearly and effectively to both technical and non-technical users.\r\nStrong analytical, troubleshooting, and problem-solving skills.\r\nAbility to work independently while also collaborating effectively as part of a team.\r\nAbility to prioritize and manage multiple assignments in a fast-paced, customer-focused environment.\r\nAbility to work effectively within established department expectations for customer satisfaction, response times, and service quality.\r\nStrong interpersonal and relationship-building skills.\r\nAbility to quickly learn and apply knowledge of new computer hardware, software, applications, and technical systems.\r\nProficiency with Microsoft Office Suite or comparable productivity software.\r\nStrong attention to detail and commitment to accurate documentation.\r\nAbility to follow established procedures while using sound judgment to identify appropriate solutions.Benefits/Perks\r\nWork from home\r\nCompetitive Salary & Annual bonus\r\n100% Employer Paid Medical, Dental and Vision Insurance for Employee Only Coverage\r\nEmployer Match for 401(k) plan\r\nEmployer paid short & long term disability and life insurance\r\nFlexible PTO Policy + 12 Company paid holidays a yearMadCap Software is fully remote, with employees distributed across the US. We are currently hiring in the following approved states: California, Colorado, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Maryland, New Jersey, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington, Wisconsin.*We reserve the right to change the list of approved locations at anytime.Hourly wage: $21.15 - $23.08 per hourIn addition to our commitment to equal pay for equal work, MadCap is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status. xsgimlnRemote working/work at home options are available for this role.","datePosted":"2026-10-14T02:00:38.063Z","dateModified":"2026-10-14T02:00:38.063Z","hiringOrganization":{"@type":"Organization","name":"Madcap Software","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Myrtle Point","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"dac599ff809c4a9506c1348a"},"url":"https://jobsearcher.com/jobs/dac599ff809c4a9506c1348a"}}