Technical Support Specialist - Freelance, Remote

Documentation Escalation Management

• Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems

• Document recurring issues and system bugs, escalating them to appropriate internal teams

• Review and update customer information with strong attention to detail

Communication Tone Adaptation

• Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers

• Maintain a professional yet personable tone across all customer touchpoints

• Collaborate proactively with team members to resolve complex customer concerns efficiently

Quality Assurance Process Adherence

• Follow internal support procedures and quality guidelines to deliver consistent service

• Meet or exceed quality standards set by both internal teams and client assessments

• Demonstrate adaptability and willingness to learn new tools, processes, and product updates

Skills, Knowledge and Expertise

Required Qualifications:

• Minimum 1 year of experience in technical support with live chat as a primary channel (omni-channel support experience required)

• Native-level English proficiency (C2) with exceptional written and verbal communication skills

• Proven ability to adjust tone and communication style based on customer context—from professional to personable

• Strong problem-solving skills and attention to detail when reviewing customer data and troubleshooting technical issues

• Proactive, self-motivated communicator who takes initiative and demonstrates strong cultural fit with collaborative teams

• Prior experience supporting SaaS platforms or short-term rental/hospitality tools (nice to have)

• Experience working with international clients or English-speaking markets (nice to have)

Schedule:

• Full weekend availability required (Saturday and Sunday) with graveyard shift flexibility. Must be willing to work APAC or EU timezone based on business needs.

Compensation:

• Rate starts at $2.50 per hour

• Payment is made via Deel

Equipment:

• Candidate must have the following WFH Set-Up:

• Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.

• Internet speed of at least 40MBPS

• Headset with an extended mic that has noise cancellation and a webcam

• Back-up computer and internet connection

• Quiet, dedicated workspace at home

Benefits

Originally posted on Himalayas

• Technical Support Specialist
• Customer Support
• SaaS Support
• Live Chat

Source: Himalayas