Technical Support Specialist

Employ is transforming how hiring gets done. With our three ATS solutions - Jobvite, Lever, and JazzHR - plus cutting-edge AI Companions, we free recruiters from admin work and give them more time for what matters: connecting with people. More than 23,000 global customers rely on Employ to make millions of candidate connections each year, helping them hire smarter, faster, and at scale. From growing startups to the world’s most recognized brands, we’re redefining what’s possible in talent acquisition. We’re a fast-moving, remote-first team of builders and innovators who live our people-first philosophy every day. We back it up with flexible work scheduling and paid time off, comprehensive benefits, and career development opportunities that help you thrive. At Employ, you won’t just grow your career - you’ll help millions of others grow theirs. Come join our team where we have each other’s backs, champion our customers, hold ourselves accountable, and shape what’s next in talent acquisition. Candidate Safety Notice Please note, employ takes candidate safety seriously. Employ recruiters and employees communicate only via official @employinc.com email addresses. We will never request payment or personal financial information during the hiring process. If you receive suspicious outreach claiming to be from Employ, please report it to [email protected] . About the Opportunity - Technical Support Specialist: We are hiring a Technical Support Specialist to provide exceptional support, troubleshoot technical issues, and deliver tailored solutions to end users. This role supports customers during Eastern Time business hours (9:00 AM–6:00 PM ET). Ideal candidates bring strong customer support and troubleshooting experience with a customer-first mindset. Your regular set of responsibilities will include: About the Team: The Technical Support team is a collaborative, hard-working, customer-facing group responsible for delivering best-in-class support at the most critical moment — when customers go live and need help. As the first point of contact, the team sets the tone for the customer experience by resolving issues efficiently, communicating clearly, and building trust. Their work directly impacts customer satisfaction, adoption, and long-term success. What You’ll Do: Respond promptly and professionally to customer inquiries via email and chat support channels. Assist customers with troubleshooting technical issues and provide guidance on resolving problems effectively. Strive to exceed customer expectations by delivering personalized, attentive, and empathetic service. Develop a deep understanding of our products, services, and policies to effectively assist customers and answer their questions. Maintain detailed and accurate records of customer interactions, including inquiries, complaints, and resolutions, in the company's CRM system. Ensure compliance with standard operating procedures, methodologies, and techniques. Follow up with customers to ensure that their issues are fully resolved and that they are satisfied with the outcome. Educate customers on how to use products or services effectively, including providing demonstrations and introducing customers to training materials & resources as needed. Stay informed about product updates, new features, and industry trends to provide up-to-date information to customers. Details: Location: Remote (United States) Hours: 9:00 AM – 6:00 PM EST What You Bring: 1+ year of proven experience in a SaaS or similar organization providing technical support with a strong focus on customer satisfaction. Experience troubleshooting API errors, integration bugs, and other complex technical issues. Ability to quickly learn platforms and effectively troubleshoot customer problems. Exceptional verbal and written communication skills with a friendly and professional demeanor. Strong problem-solving skills and the ability to think critically. Customer-focused attitude with a genuine desire to help and assist others. Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment. Proficiency in using CRM systems (Salesforce experience is a plus!), Microsoft Office Suite, and technical troubleshooting concepts. Why You’ll Love Working Here: Make an impact: Your work will directly shape how thousands of employees experience total rewards at Employ — ensuring programs that attract, engage, and retain top talent across the globe. Meaningful, mission-driven work: Join a team where operational excellence in HR directly supports Employ’s mission to improve hiring outcomes for both people and businesses. Remote-first culture: Work from where you’re most productive while staying connected to a collaborative, high-energy team through virtual-first rituals and regular in-person meetups. Unlimited PTO: Trust-based time off so you can recharge and bring your best self to work. Comprehensive benefits: Medical, dental, and vision coverage to support you and your family’s health and well-being. Learning & development programs: Access to training, mentorship, and development resources to grow your skills — from HR operations to total rewards strategy. At Employ, we believe that when people from different backgrounds and perspectives come together, amazing things happen. We’re proud to be an Equal Opportunity Employer, and we’re committed to creating an environment where everyone feels welcomed, respected, and able to thrive. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We believe that when people feel they belong, they can do their best work and we want every member of our team to feel that sense of belonging. If you need accommodation at any stage of the hiring process, please reach out. We’ll be glad to support you. Recruitment Fraud Notice: Employ takes candidate safety seriously. Please be aware that Employ recruiters and interviewers will only communicate with candidates using official email addresses ending in @employinc.com. We will never ask for payment, banking information, or personal financial details at any stage of the hiring process, and we do not conduct interviews via messaging apps or social media platforms. If you receive communication that appears suspicious or claims to represent Employ but does not come from an @employinc.com email address, do not respond or continue engaging with the sender . Please report the message to [email protected] .