Technical Support Specialist

Join ArboStar — Revolutionize Tree Care with Us!
ArboStar is the leading all-in-one business management platform crafted by arborists, for arborists. Since 2013, we’ve been empowering tree care companies to streamline operations, reduce costs, and boost profits. Our innovative, cloud-based software integrates everything from CRM and scheduling to GPS tracking and business analytics, ensuring seamless workflow and exceptional customer satisfaction.
At ArboStar, we pride ourselves on fostering a dynamic and supportive work environment. We value creativity, collaboration, and dedication to excellence. Join our team and help us transform the tree care industry with cutting-edge technology and outstanding service.

Why ArboStar? At ArboStar, we foster a dynamic and supportive work environment where creativity, collaboration, and dedication to excellence are valued. Join our team and help revolutionize the tree care industry with innovative technology and outstanding service.

We are seeking a Technical Support Specialist to lead client support during implementation, resolve technical challenges, and improve overall service quality under Customer Success. In this role, you will act as a key liaison between clients and internal teams, ensuring a seamless user experience while driving continuous improvements in our technical support processes.

Key Responsibilities

Client Support During Implementation

• Collect and assess technical issues from newly signed clients to ensure a smooth and efficient onboarding process.
• Lead troubleshooting meetings and provide real-time technical support via Google Meet, phone calls, and recorded training materials to ensure effective issue resolution.
   

Technical Support & Client Assistance

• Act as the first point of contact for clients experiencing technical issues.
• Manage client requests via emails, calls, and CRM systems.
• Address customer queries via live chat quickly and effectively.
• Diagnose and troubleshoot technical problems, escalating complex cases to developers while maintaining a high level of client satisfaction.
• Create and manage bug reports, tracking issues using CRM platforms such as Jira, Pipedrive, or similar systems.
• Work closely with the QA department to reproduce and analyze errors for effective resolution.
   

Ongoing Client Success & Engagement

• Proactively check in with clients to ensure continued system usage, resolve potential issues, and enhance customer satisfaction.
• Assist in developing user guides, FAQs, and other training materials to improve client self-sufficiency.

Requirements

Technical & Industry Experience

• Experience in the IT industry (client onboarding, technical support, or customer success in a B2B SaaS environment).
• Strong technical troubleshooting skills and ability to communicate complex concepts clearly to non-technical users.
• Familiarity with CRM platforms such as Pipedrive, Jira, Zendesk, or similar systems is preferred.
   

Communication & Training Skills

• Excellent English communication skills (C1 or higher), both written and verbal.
• Strong presentation and training skills, with the ability to conduct client sessions via Google Meet or phone.
   

Professionalism & Organization

• Highly organized and self-motivated, capable of handling multiple tasks and shifting priorities.
• Customer-focused approach with a commitment to providing excellent service.
   

Flexibility & Work Schedule

• Ability to work from 16:00 to 00:00 (Kyiv time).
• After three months of employment, a schedule from 08:00 to 16:00 (Kyiv time) may be available, depending on the position.
   

Preferred, but not required

• Experience in technical writing.
   

What We Offer

• Fully remote work.
• An opportunity to significantly influence the direction of the company.
• Steep learning curve and personal growth opportunities.
• Access to courses and training.
• Corporate English language training.
• 10 days paid vacation.
• Competitive salary.
• Work in a green industry.