We are looking for a Technical Support Specialist  to provide support to automotive installers who use our software (EDGE, STEK ONE, CUTZ) and related hardware such as plotters. This role focuses on troubleshooting issues, guiding users step-by-step, and ensuring installers can successfully use the platform and devices.

Core Responsibilities

• Handle inbound support requests via phone, email, WhatsApp, and chat
• Troubleshoot issues related to:
  • Login and account access
  • Software usage (EDGE, STEK ONE, CUTZ)
  • Plotter connectivity and cutting issues
• Provide clear, step-by-step guidance to installers (many of whom are non-technical users)
• Perform remote troubleshooting using tools such as AnyDesk or TeamViewer
• Identify root causes and resolve issues whenever possible
• Escalate complex cases to the internal technical team with clear documentation

Required Skills

• Strong problem-solving ability (not script-based support)
• Ability to troubleshoot systematically and guide users clearly
• Experience with:
  • Remote desktop tools (AnyDesk, TeamViewer, or similar)
  • Basic hardware troubleshooting (USB connections, drivers, device setup)
• Comfortable handling technical conversations over the phone
• Ability to clearly document issues (steps to reproduce, screenshots, logs)

Technical Background (Preferred)

• Experience in technical support for SaaS or software products
• Basic understanding of:
  • Windows and Mac environments
  • Software installation and configuration

Communication Requirements

• English: Fluent (C1–C2 level)
• Clear and confident phone communication skills with a neutral accent
• Ability to explain technical issues in a simple and structured way

Working Style

• Proactive and responsible
• Able to troubleshoot and resolve issues independently when possible
• Comfortable working in a fast-response support environment

Schedule

• Monday – Friday: Aligned with U.S. business hours (West Coast preferred)
  • Example: 9:00 AM – 6:00 PM PST or similar
• Saturday: Optional light coverage (half-day), depending on availability

Goal of the Role
Provide real-time technical support to U.S.-based installers, particularly ensuring reliable phone support during working hours.