Technical Support Specialist

About the Role

KeyMik is seeking a customer-focused Technical Support Specialist to provide exceptional technical assistance to our users, creators, affiliates, and internal teams. You will troubleshoot platform issues, resolve technical inquiries, document recurring problems, and collaborate with engineering to ensure a smooth user experience.

This is a startup role requiring strong communication skills, technical aptitude, and a proactive approach to solving problems.

Key Responsibilities

• Provide first-line technical support via email, chat, and support tickets.
  
• Troubleshoot user account, login, payment, and platform issues.
  
• Resolve technical problems or escalate complex issues to engineering.
  
• Document bugs, feature requests, and technical issues.
  
• Maintain accurate support tickets and customer records.
  
• Assist users with onboarding and platform navigation.
  
• Create and maintain help center articles, FAQs, and documentation.
  
• Test new platform features before release.
  
• Verify bug fixes and report quality issues.
  
• Monitor support metrics and response times.
  
• Collaborate with Product and Engineering to improve user experience.
  
• Identify recurring issues and recommend process improvements.
  
• Deliver professional, friendly, and timely customer support.
  
• Maintain confidentiality and data security while assisting users.
  

Requirements

• 2+ years of Technical Support, Help Desk, or Customer Support experience.
  
• Bachelors degree in Computer science or related field
  
• Strong troubleshooting and problem-solving skills.
  
• Experience with ticketing systems (Zendesk, Freshdesk, Jira, Intercom, or similar).
  
• Basic understanding of web applications, browsers, and SaaS platforms.
  
• Excellent written and spoken English.
  
• Ability to explain technical concepts to non-technical users.
  
• Strong organizational and time management skills.
  
• Comfortable working independently in a fast-paced startup environment.