[Remote] Customer Support Technician - Escalation (General/IT)

Note: The job is a remote job and is open to candidates in USA. Applied Systems is seeking a Customer Support Technician - Escalation (General/IT) to join their Support team. In this role, you will assist customers with technical issues related to software and products, providing solutions and delivering excellent service across various communication channels.

Responsibilities

• Deliver professional, efficient, and empathetic customer support while maintaining discretion in all communications
• Troubleshoot and resolve customer issues across software and products, including complex cases, through to resolution
• Document cases clearly, communicate effectively across teams, and maintain accurate internal notes and updates
• Contribute to knowledge management by using, reviewing, and improving KB articles and resources
• Support broader team efforts including product testing, issue escalation to development, ongoing learning, and occasional on‑site support

Skills

• 1+ year of customer support or service experience
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve issues accurately
• Solid understanding of assigned product areas and relevant tools
• Clear written and verbal communication skills, with ability to explain technical concepts to non-technical users
• Strong organizational skills with the ability to manage priorities, multitask, and document work effectively
• Collaborative team player who adapts to change and contributes knowledge
• SaaS experience preferred
• Applied Epic experience is a plus

Benefits

• Remote work opportunity based in the United States or Canada
• Variable or incentive pay

Company Overview