Our client, a financial service based company is seeking a Technical Support Specialist to support customers who use their proprietary software platform. In this role, you will be the first point of contact for clients needing help with system navigation, feature questions, troubleshooting issues, and requesting enhancements. You will guide customers step-by-step, ensuring they feel confident using the system and receive timely, accurate support. This is a customer-facing, solution-driven position that requires excellent communication, patience, and a strong understanding of computer software workflows. Responsibilities: Provide front-line technical support to customers using company software. Walk clients through system navigation, functionality, features, and best practices. Troubleshoot user issues including login problems, processing errors, missing data, and configuration questions. Document all support interactions in the ticketing system with accuracy and clarity. Escalate complex technical issues to the engineering team when necessary. Identify recurring issues, gaps, or system improvements and share insights with product/engineering. Assist customers with feature requests, upgrades, and system optimizations. Ensure all support responses meet internal SLAs and quality standards. Maintain a strong understanding of processes, compliance requirements, and system workflows. Deliver a calm, professional, and supportive customer experience at all times. Qualifications: 3 years of experience in technical support, help desk, or customer support (SaaS experience preferred). Ability to explain technical concepts in simple, clear language. Strong problem-solving skills and attention to detail. Excellent written and verbal communication skills. Comfortable guiding customers through step-by-step instructions. Experience using ticketing systems (Zendesk, Freshdesk, Jira, etc.). Ability to stay calm and patient under pressure. Fast learner who can understand new software quickly. Location: Brooklyn NY Salary: $90K + Health, 401K