Customer Support Technician

Job Description
*For Applied Systems team members only (no external applicants)*
Position Overview
We're searching for an Customer Support Technician to join our outstanding Support team in this remote work opportunity based in the United States or Canada.In this position, you will assist customers with questions and technical issues related to our software, hardware, and products, working to understand their needs, provide clear solutions, and deliver friendly, knowledgeable service across phone, chat, and email.
What You'll Do

• 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

We're Excited to Learn More About You
Your experience may include:

• 1+ year of customer support or service experience (SaaS experience preferred)
• 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; Applied Epic experience is a plus

Location

• Candidate will need to reside in the United States or Canada, working arrangement will be remote

Compenstaion
Our targeted starting base salary in the United States for this position ranges from $45,000 - $60,000 USD. To determine a new team member's starting pay, we consider a variety of factors, including someone's depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission.
Your Security Matters:
Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.
AI Utilization
We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.