[Remote] Sr. Customer Support Technician
Note: The job is a remote job and is open to candidates in USA. Applied Systems is seeking a Sr. Customer Support Technician to join their Customer Support team in a remote capacity. The role involves handling advanced technical issues, managing high priority support cases, and providing expert guidance to customers and colleagues while delivering top-tier customer service.
Responsibilities
- Deliver proactive, empathetic, and professional customer service to internal and enterprise clients
- Communicate effectively (verbal/written) while maintaining discretion and driving high-quality issue resolution
- Independently manage client and assigned work, including advanced troubleshooting and escalations
- Contribute to knowledge management (KB creation, updates, reviews) and support continuous training/mentorship
- Collaborate cross-functionally to improve processes, support workflows, testing, and automation initiatives
Skills
- 2+ years in customer support (SaaS preferred) with success resolving complex technical issues
- Strong technical expertise in assigned products with advanced troubleshooting and diagnostic skills
- Excellent verbal/written communication, able to simplify technical concepts for enterprise customers
- Highly organized with strong time management and ability to prioritize multiple tasks independently
- Ownership mindset with proactive drive, adaptability to change, and minimal need for oversight
- Team-oriented with strong documentation accuracy and commitment to knowledge sharing
- Bilingual (French and English) candidates will be prioritized
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