[Remote] Customer Support Technician - Escalation (General/IT)
Note: The job is a remote job and is open to candidates in USA. Applied Systems is seeking a Customer Support Technician - Escalation (General/IT) to join their Support team. In this role, you will assist customers with technical issues related to software and products, providing solutions and delivering excellent service across various communication channels.
Responsibilities
- Deliver professional, efficient, and empathetic customer support while maintaining discretion in all communications
- Troubleshoot and resolve customer issues across software and products, including complex cases, through to resolution
- Document cases clearly, communicate effectively across teams, and maintain accurate internal notes and updates
- Contribute to knowledge management by using, reviewing, and improving KB articles and resources
- Support broader team efforts including product testing, issue escalation to development, ongoing learning, and occasional on‑site support
Skills
- 1+ year of customer support or service experience
- Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve issues accurately
- Solid understanding of assigned product areas and relevant tools
- Clear written and verbal communication skills, with ability to explain technical concepts to non-technical users
- Strong organizational skills with the ability to manage priorities, multitask, and document work effectively
- Collaborative team player who adapts to change and contributes knowledge
- SaaS experience preferred
- Applied Epic experience is a plus
Benefits
- Remote work opportunity based in the United States or Canada
- Variable or incentive pay
Company Overview