Senior Technical Support Specialist

The Senior Technical Support Specialist provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction. This position primary supports our Facilities product within our technology suite.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 3-5 years’ experience in a technical support role, preferably in a SaaS or software environment.
• Experience in customer service or client-facing roles.
• Proven ability to analyze and resolve technical issues quickly and efficiently.
• Strong diagnostic skills with a methodical approach to troubleshooting.
• Strong attention to detail and organizational skills.
• Ability to work under pressure and manage multiple priorities.
• Willingness to learn new technologies and software.
• Experience working in a collaborative environment, partnering with development and product teams.
• Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers.
• Proficient PC and technical/software skills. Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and general technical/software tools.

Benefits

• Fully remote work
• Subsidized healthcare plans
• Company-paid disability and life insurance
• Robust Paid Time Off
• Retirement savings with employer match
• Flexible Spending Accounts
• Optional supplemental coverages
• Meaningful recognition and tangible rewards