Technical Customer Support Specialist

B2BSoft is an established leader in retail management systems (RMS) and point of sale (POS) solutions for the wireless retail industry, headquartered in New York City. As a Technical Customer Support Specialist, you will join a dynamic international team to provide support to US business owners, troubleshoot technical issues, and contribute to product quality while learning about the telecom industry and advancing your IT career.

• Support existing and prospective customers by providing timely and accurate information about B2BSoft products
• Identify, analyze, and troubleshoot technical issues and provide effective solutions
• Respond to support queries via phone, chat, and email
• Assist customers with software and hardware configurations, billing, and merchant services-related requests
• Maintain clear and detailed documentation of all service inquiries

Must Have:

• Fluent/Advanced English proficiency
• Confident PC user with solid knowledge of Microsoft Windows
• Technical background or strong interest in exploring software and hardware products
• Strong organizational, training, and time-management skills
• Excellent communication and active listening abilities
• Understanding of conflict resolution
• Empathy, positive attitude and self-control

Nice to Have:

• Previous experience in customer or technical support
• IT education or relevant technical background
• Familiarity with ticketing systems (Zendesk, Zoho, ServiceNow), CRM platforms, and Jira

Schedule: Night shifts with 6 possible schedules (15:00-00:00, 16:00-01:00, 17:00-02:00, 18:00-03:00, 19:00-04:00, 21:00-06:00 Kyiv time)

Benefits:

• Collaborative, hands-on work environment with open and transparent culture
• Career and proficiency development plans
• Free English courses with native speakers
• Opportunity to work with advanced products and advance quickly
• Access to learning both IT and business skills