Customer Care & Technical Support Representative

Job Title: Customer Care & Technical Support Representative (Level 1) Location: Remote U.S. Residents Only (50 States) Job Type: Full-Time Pay: $20.00 - $29.00 per hour (based on experience, skills, and other qualifications) Department: Customer Experience / Technical Support Reports To: Customer Support Manager About Heritage Civil Works Heritage Civil Works is a leading engineering firm dedicated to pushing the boundaries of design, modeling, and applied engineering across multiple high-impact sectors, including pollution control, power generation, aerospace, and biotech. With advanced services in CFD modeling, physical testing, and custom hardware design, we pride ourselves on combining innovation with dependable client support and that starts with you. Position Summary We are looking for Customer Care & Technical Support Representatives to join our fully remote support team. In this role, you'll be on the front lines of our support operations resolving technical issues, answering customer questions, and delivering high-quality service across phone, chat, email, and SMS. You'll support both internal users and external clients using our platforms and engineering solutions. This position is perfect for individuals who love problem-solving, enjoy helping others, and thrive in a fast-paced, virtual support environment. What You'll Be Doing Technical Support & Troubleshooting - Resolve technical issues related to hardware (desktops, laptops, printers, monitors) and software provided by Heritage Civil Works or our partner platforms. - Walk users through system start-up, connectivity, log-in issues, virus scans, and system resets. - Provide step-by-step guidance to clients using our proprietary engineering platforms and applications. Customer Experience & Service - Handle inbound and outbound communication through phone, live chat, email, and SMS. - Provide proactive and empathetic customer support to both technical and non-technical users. - Ensure all interactions meet our quality and efficiency standards. Application & Platform Support - Offer support on internal applications, proprietary engineering tools, and third-party platforms we use. - Troubleshoot user accounts, configurations, and general navigation issues. Issue Escalation & Resolution - Document all issues accurately using CRM and ticketing systems. - Escalate unresolved or complex issues to Tier 2 or specialized support teams as needed. - Collaborate with other team members and departments to ensure quick and effective resolution. Equipment, Orders & Logistics - Process equipment replacements or material orders as needed. - Coordinate returns and troubleshoot delivery issues. What You'll Need to Succeed Required Qualifications - High School Diploma or GED required. - Minimum of 2 years in a technical support or customer service role (preferably in a call center or remote environment). - Strong communication skills (verbal & written). - Experience with helpdesk tools, CRMs (Salesforce is a plus), and live chat platforms. - Basic understanding of networking, connectivity, and Windows OS troubleshooting. Technical Requirements - A reliable high-speed internet connection (minimum 50 Mbps download / 10 Mbps upload, non-competing). - Hard-wired (Ethernet) internet connection preferred for call quality. - Access to a smart device (tablet or phone) for multi-factor authentication and apps. Work Setup - Quiet, distraction-free home office setup. - Ability to attend virtual onboarding and training via webcam. - Comfortable using Microsoft Office Suite, especially Outlook, Word, and Excel. Preferred Qualifications - Prior experience supporting education platforms or remote learning tools (K12, Stride, etc.). - Experience with Salesforce or similar CRM. - Familiarity with remote work tools like Slack, Zoom, Teams, etc. - Bilingual (Spanish, French, or other languages) is a plus but not required. Soft Skills That'll Help You Shine - Calm under pressure and solution-oriented. - Excellent time management and prioritization skills. - Strong attention to detail with a high level of accountability. - A positive, resilient attitude that lifts team morale. - Able to work independently and as part of a distributed team. Perks & Benefits - Competitive pay: $20 - $29/hour depending on experience. - Full-time, remote work from anywhere in the U.S. - Paid training and career development support. - Work with a mission-driven team in a high-impact industry. - Opportunities for long-term contract extension or permanent hire based on performance. Ready to Apply? We are hiring for our right now, and onboarding is 100% remote. If you're someone who thrives in a high-energy support environment, values growth, and loves helping others succeed we'd love to hear from you. Heritage Civil Works is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.