Remote Technical Support Specialist

About the Role

Business Facilitating is looking for a Technical Support Specialist to join our operations team. In this role, you'll be the frontline resolution point for our Partners and their customers on our shipping and logistics platform — troubleshooting issues, guiding users through setup and integrations, and keeping our support documentation sharp and current.

This is a great fit for someone who enjoys solving problems, is comfortable with shipping/logistics software, and can explain technical concepts clearly to non-technical users. We have openings for both full-time and part-time candidates.

What You'll Do

• Resolve technical support tickets and answer inbound support calls within service-level targets.
• Assist our Partners and their customers troubleshoot our shipping platform — account setup, label creation, carrier configuration, integrations, and compliance issues.
• Diagnose issues and submit clear, well-documented escalation tickets to our platform vendor.
• Write, update, and maintain Partner-facing support documentation and knowledge-base articles.
• Administer support tools including our CRM/ticketing system, phone system, and email provisioning.
• Train and assist internal team members on technical support topics.
• Support special technical projects as assigned.

(Full-time roles include additional responsibility for team coordination and process oversight; part-time roles focus on ticket and call resolution.)

What We're Looking For

• Experience in technical support, customer support, or a logistics/shipping operations role.
• Comfort learning and working within shipping or SaaS platforms (experience with FedEx, UPS, DHL, or shipping software a plus).
• Strong written communication — able to produce clear, step-by-step documentation.
• Familiarity with CRM/ticketing systems (HubSpot experience a plus).
• Strong problem-solving skills and a customer-first attitude.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• For full-time candidates: prior team lead or supervisory experience is a plus.

Benefits

We offer a competitive benefits package for eligible employees, including:

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid time off (PTO) and paid holidays
• Ongoing training and professional development
• Opportunities for growth and advancement within the company

(Part-time positions may be eligible for a prorated or select benefits package — details discussed during the interview process.)

Pay: $15.00 - $25.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off

Work Location: Hybrid remote in American Fork, UT 84003

Salary : $15 - $25