We're looking for a customer-focused, detail-oriented Customer Support Specialist to join our growing team. You'll be the first point of contact for our customers, helping them navigate our platform, troubleshoot issues, and deliver an exceptional support experience. The ideal candidate is empathetic, an excellent written communicator, comfortable learning new technology, and enjoys solving problems. Experience supporting SaaS products is highly preferred. MUST - Fluency in both English and Spanish (written and spoken) is required Responsibilities: - Respond to customer inquiries via email, chat, and occasional phone calls - Investigate and troubleshoot customer issues while providing timely resolutions - Escalate technical bugs or complex issues to the appropriate internal teams - Document customer interactions accurately in Zendesk (or similar ticketing platform) - Meet or exceed response time and customer satisfaction goals - Identify trends in customer feedback and share insights with Product and Engineering teams - Create and update internal documentation and help center articles - Assist with customer onboarding questions and product education - Maintain professionalism, empathy, and ownership throughout every customer interaction

The support team member is someone, who responds directly to customer questions; through email, chat, and phone. This individual will be responsible for replying to customers, connecting with developers to resolve issues and report bugs, and report feedback. They will be cross trained for the CutTime, SimpleRaise, and TexasMusicForms platforms.

Summary Job Title: Helpdesk Tech for an ISP Department: Customer Care Hours: 8am to 5pm Pacific Time - Monday-Friday + On-Call Rotation MUST BE US BASED About Us Atlas Networks is an independent Internet Service Provider based in Seattle, WA. We believe everyone deserves a reliable, affordable internet connection—without the nonsense. Our team thrives on our core values: Grit, Get Sh#t Done, Constructive Candor, and Continuous Evolution. We bring a mix of precision, personality, and professionalism to everything we do. We are seeking a Helpdesk Technician to provide technical support to our customers. The work environment is fast-paced, and the candidate must already be skilled at technical troubleshooting. This role entails many facets, including gaining an in-depth understanding of our network, troubleshooting, and supporting our customers. Atlas is a customer service company that happens to sell Internet and related products - again, we desire most of all to deliver an exceptional experience to our customers. About You You’ve got the solid fundamentals of networking, SOHO routers, and nearly anything that connects with an ethernet port or via WiFi. You don’t cut corners, you write things down, and you think three steps ahead when troubleshooting. You thrive in environments where expectations are high and processes matter, but you’re adaptable enough to work through the curveballs. You MUST: - Be willing to work Monday–Friday, 8am–5pm or 12pm to 9pm Pacific Time (Seattle, WA). - Be a fluent English speaker with good annunciation (customer-facing work required) - Be willing to prove your skills and test live in a lab environment with our Chief Network Engineer before hire (please don't apply if you're not a SOHO network guru) - Be willing to be a part of after-hours call rotation for responding to emergency tickets and outages. Our team takes call shifts for a week at a time. Additional compensation will be provided for responding after-hours. - Dedicated to us during working hours - we do not tolerate people who work for multiple companies in overlapping shifts! Core Responsibilities: - Provision and configure TP-Link Omada & Deco devices to production standards - we have a fairly big network - Diagnose and solve technical issues related to Internet services (and other products) for both residential and commercial customers - Work with customers via phone calls and our ticketing system - Utilizing screen sharing to troubleshoot issues - Troubleshooting customer connectivity at an advanced level - Assisting customers with firewall and network configurations - Assisting customers with network change requests - Escalating issues to our Network Engineers as needed - De-escalating situations with dissatisfied customers - Maintain accurate documentation for every call and ticket Required Skills & Experience: - Strong organizational and multitasking abilities - Basic understanding of technical workflows and documentation - Ability to remain organized and move fast analyzing multiple simultaneous inbound requests - OSI Model/TCP-IP - Advanced network troubleshooting - PC connectivity troubleshooting (Windows/Mac) - Mobile device troubleshooting (iPhone/Android) - Firewall configuration (port forwards, NAT, etc) - Network technologies (DNS/DHCP/Routing) - IPTV troubleshooting skills - VoIP fundamentals What We Offer: - A high-expectation, high-support work environment - Opportunity to work on a growing ISP network with complex, real-world challenges - A team that values results, candor, and personal growth over politics and ego - Paid time off after 1 year If you’re ready to work hard, think hard, and contribute at a higher level while still getting your hands dirty with the day-to-day, submit your proposal.

RESPONSIBILITIES -- Connect with the Plant People customer across platforms (email, phone, chat, and SMS), providing a best in class customer experience -- Become an expert on our experience, our product, our ingredients, and our customer -- Troubleshoot customer issues quickly and efficiently with first reply and overall resolution goals in mind -- Share customer feedback with the Marketing, Sales and Shipping teams -- Think creatively about ways to improve the customer experience & internal processes -- Be the face of our brand and understand how important that responsibility is REQUIREMENTS -- Ideally, minimum of 6 months of customer experience, ideally a ecommcere brand with direct knowledge of: -- Ecommerce order management systems (Shopify, etc.) -- Customer support management systems (ZenDesk, Gorgias, etc.) WHO YOU ARE: -- Passionate about helping plants, people and the planet -- Excited about connecting with customers and have experience in customer service -- Highly productive, proactive —a natural self-starter / multi-tasker, but not without deep thought -- Obsessive attention to organization and detail for accuracy in setup and deployment -- Analytics are your north star for decision making, coupled with critical thinking -- Everyone would describe you as uber-responsive, proactive and upbeat -- Comfortable and excited by the ambiguity and ever-evolving needs of a startup environment -- Strong team orientation with interpersonal skills to support cross-functional collaboration -- Excellent verbal and written communication skills

JOB SUMMARY: The Product Development Coordinator supports the product team by managing the flow of internal product development tasks from intake through completion. This role is responsible for tracking, assigning, inspecting, organizing, and following up on tasks to ensure work moves through the development process clearly and consistently. This is an internal-facing role with no direct client interaction. The ideal candidate is highly organized, detail-oriented, persistent with follow-up, and comfortable working with product managers, developers, QA, and internal stakeholders. This person does not need to write code, but they should be comfortable working in a technical environment and understanding how product development work moves from request to release. WHAT YOU’LL BE DOING: Task Management • Manage and monitor product development tasks throughout their lifecycle. • Review incoming tasks for completeness, clarity, priority, and required details. • Assign tasks to the appropriate product, development, or QA team member. • Track task status, ownership, due dates, blockers, and next steps. • Follow up with team members to keep tasks moving forward. • Identify stale, incomplete, duplicate, or blocked tasks and escalate when needed. • Ensure tasks are updated accurately and consistently in the project management system. Product Team Coordination • Work closely with product managers, developers, QA, and internal stakeholders. • Help clarify task requirements before work begins. • Coordinate handoffs between product, development, and QA. • Support sprint planning, backlog review, release preparation, and internal prioritization meetings. • Maintain visibility into what is in progress, what is waiting, and what needs attention. • Help the product team stay organized and focused on the highest-priority work. Inspection & Follow-Up • Inspect tasks before, during, and after development to ensure required information is included. • Confirm that tasks have clear acceptance criteria, supporting notes, screenshots, examples, or related documentation when needed. • Verify that completed tasks meet the documented request before they are closed. • Track open questions, missing information, blockers, and unresolved issues. • Follow up consistently until tasks are completed, reassigned, clarified, or escalated. Documentation & Process • Maintain clean, accurate, and organized product development records. • Document decisions, status changes, and action items related to tasks. • Help improve task templates, workflows, naming conventions, and tracking processes. • Support reporting on task volume, aging tasks, blocked items, completed work, and team throughput. • Identify gaps in the task management process and recommend improvements. REQUIREMENTS: • 1–3 years of experience in project coordination, product operations, technical administration, software support, QA coordination, or a similar role. • Experience working with tasks, task boards, project management systems, or issue tracking tools. • Strong organizational skills and attention to detail. • Excellent follow-up and ownership mindset. • Ability to manage multiple priorities, deadlines, and open items at once. • Clear written and verbal communication skills. • Comfortable working with product, development, and technical teams. • Ability to understand technical discussions well enough to document, track, and clarify work. Preferred Qualifications • Experience supporting software development or product teams. • Familiarity with Agile, Scrum, Kanban, or sprint-based workflows. • Experience with backlog management, QA coordination, or release tracking. • Ability to identify unclear requirements and ask strong follow-up questions. • Basic understanding of software development lifecycles. • Experience creating reports or dashboards related to task status, team workload, or project progress.

We are looking for several support specialist who have used many different CRM softwares to manage high volumes of support requests from customers. Only apply if you can also do phone support as well as email and have at least 3 years experience doing high level support and processing refunds etc

We are looking for several support specialist who have used many different CRM softwares to manage high volumes of support requests from customers. Only apply if you can also do phone support as well as email and have at least 3 years experience doing high level support and processing refunds etc

IT MSP needs remote HelpDesk support for its clients desktop issues. This will be a long term need. Common issues: - Basic MS Office/365 Support - Setup Printers/diagnose. - Common application issues - Setting up AD/365 accounts - Basic software/hardware issues diagnoses - Direct phone/remote support to clients - Will train on everything (Remote, RMM, Ticketing, etc) - Most important thing is to be personable to the clients. - Most likely 5-10 Hours per week and more (if you want) as you get settled in - Be able to write up a short ticket when done. - Must be available between 9am-5pm EST - Must have great communication skills, always keeping the team and clients informed of the status of issues. - Will give guidance for any issues, so you won't be alone if you need help with a problem. - We use AutoTask, CW RMM, S1, IT Glue, M365, Ubiquiti, ScreenConnect