Technical Support Specialist

Technical Support Specialist

Location: Remote (Latin America)

Hours: 9 am - 5 pm Pacific Time (flexibility for Central and Eastern coverage)

Compensation: USD $2,000–$2,200/month

Job Type: Contractor, 40 hr/week

About the Role

Our client is seeking a Technical Support Specialist to join their expanding remote support team. In this role, you will provide first-level technical assistance to customers worldwide, primarily small business owners using commercial laundry equipment. You’ll troubleshoot mechanical and technical issues, guide customers through repairs, and ensure every interaction reflects Unity Lab’s high service standards.

The ideal candidate is technically inclined, patient, detail-oriented, and thrives in a problem-solving environment. Prior experience working with commercial washing machines or steamers is highly preferred.

Key Responsibilities

• Customer Support: Respond promptly to customer inquiries via phone, email, and chat regarding equipment operation or issues.

• Technical Troubleshooting: Diagnose and resolve issues remotely using manuals, schematics, and logical troubleshooting techniques—often based on incomplete customer descriptions.

• Escalation & Documentation: Escalate complex cases to senior technicians as needed while maintaining clear, detailed case notes for continuity.

• Customer Experience: Provide calm, empathetic, and professional support even in challenging situations, ensuring a positive customer experience.

• Cross-Selling: Identify opportunities to recommend replacement parts, accessories, or related services to enhance customer satisfaction.

• Follow-Up: Track pending service requests, especially when replacement parts are on backorder, and keep customers informed throughout the process.

• Collaboration: Work closely with production and technical teams to ensure consistent service quality and knowledge sharing.
  

Required Qualifications

• 2+ years of experience in technical support, field service, or equipment repair.

• Hands-on experience with commercial washing machines, dryers, or similar commercial equipment (e.g., Whirlpool, Maytag, Speed Queen, Electrolux, etc.) is a strong plus.

• Solid understanding of mechanical and electrical systems in commercial laundry or comparable equipment.

• Ability to read and interpret technical manuals and schematics.

• Exceptional communication and customer service abilities.

• Strong problem-solving mindset with a structured approach to diagnosing issues.

• Patience, empathy, and composure when dealing with frustrated customers.

• High attention to detail—especially in documenting service cases.
  

Nice to Have

• Prior experience in remote support environments or customer service for industrial/commercial products.

• Experience in sales or cross-selling parts and services.

• Background in appliance repair or maintenance for commercial-grade equipment.