Technical Support Specialist

Demonstrated cross‑domain proficiency and comfort using case tracking systems to classify and document customer issues.

Hands‑on ability with resolving complex technical issues reported by the customers.

Should be able to efficiently handle urgent customer concerns by exhibiting full ownership and accountability.

Strong systems fluency: Genesys/Amazon Connect (voice), Salesforce (cases); consistent SLA adherence and high‑quality written notes.

High standards for customer communication: clear, empathetic, professional tone across phone, email, and chat; disciplined follow‑through and closure hygiene.

Collaborative mindset to partner with cross-functional teams to resolve customer queries.

As a Technical Support Specialist, you are the frontline of Motive’s customer support—delivering fast, empathetic, and accurate resolutions across phone, email, and chat while keeping solutions as close to the customer as possible in a 24/7 support organization.

You will operate cross‑domain to reduce unnecessary transfers, leverage remote device actions where available, and apply precise documentation standards that align to our unified case taxonomy and SLAs.

This role is ideal for a service‑obsessed problem solving self-starter who thrives in a dynamic environment, collaborates effectively with all Technical Support teams, and Product/Engineering, and consistently drives customer satisfaction at the first touch.

multi‑channel frontline support

(phone, email, chat): triage, basic troubleshooting, collect logs/screenshots, document clearly, and escalate only when warranted.

queue adherence and call handling excellence