Customer Support Technician (Remote)

Aspira is a long-standing provider of software and services that help public agencies manage and protect natural and cultural resources while improving access for the public. The Customer Support Technician provides remote phone, chat, and email support to help customers troubleshoot issues and effectively use Aspira’s campground property management and related software platforms. The role is focused on high customer satisfaction and meeting service-level metrics.

• Provide phone, email, and chat support to troubleshoot issues and guide users in using the software effectively.
• Take ownership of customer issues through full resolution with empathy, adaptability, and resourcefulness.
• Identify problems, research answers, and guide users through corrective steps.
• Explain software features and functionality while communicating clearly and inspiring customer confidence.
• Encourage and enable self-service by directing users to the knowledge base and help resources.
• Identify potential software enhancements and recommend improvements that improve user experience.
• Continuously learn new features and expand product knowledge to better support users.
• Represent company culture through teamwork, collaboration, transparent communication, and accountability.
• Support teammates internally to help the team achieve shared performance goals.

• Strong technical troubleshooting skills, including diagnosing software issues and replicating bugs.
• Excellent problem-solving, communication, and interpersonal skills; patience and customer-friendly approach.
• Ability to work effectively in a team environment with a helpful, customer-focused attitude.
• High initiative, efficiency, and strong work ethic.
• Strong written and verbal communication skills adaptable to client needs.
• Sense of urgency, flexibility, and ability to work within SLAs.
• Strong attendance, punctuality, and time management; ability to switch priorities quickly.
• Ability to work remotely and learn quickly in a self-directed environment with minimal supervision.
• 2+ years of experience in customer support, technical support, help desk, or related field.
• Associate or bachelor’s degree preferred (e.g., computer science, business, information systems, hospitality, communications) or equivalent relevant experience.
• Experience supporting web-based software platforms and familiarity with cloud-based systems.
• Experience working at a software and/or SaaS company.
• Experience with CRM or ticketing systems; HubSpot CRM knowledge is a plus.

• Remote role.
• Support channels include phone, chat, and email.
• Performance expectations include meeting service-level metrics and working within SLAs.