Provide technical support to customers, troubleshoot VoIP and connectivity issues, onboard new users, and improve knowledge base articles while prioritizing support tickets.
Technical Support Representative
Readymode is looking for a technically sharp, customer-focused Support Representative who becomes the expert voice our customers rely on when it matters most. You'll troubleshoot VoIP and connectivity issues, onboard new users, and work cross-functionally to close problems fast. But more than that, you dig in, see things through, and keep customers informed every step of the way, all while contributing to a knowledge base that makes the whole support operation smarter over time.
Schedule: Monday to Friday with rotating Saturdays. Shifts run 10am-6pm and 11am-7pm PST. * This is subject to change as needed.
What You'll Do
- Own support tickets end-to-end via phone, email, and chat, from first contact to resolution.
- Diagnose and resolve VoIP, connectivity, and software configuration issues.
- Onboard and train new customers on the Readymode platform.
- Partner with product and engineering teams on escalations and recurring issues.
- Maintain and improve knowledge base articles, FAQs, and troubleshooting guides.
- Document issues and errors using internal tools to spot trends and drive improvements.
- Prioritize requests based on urgency and impact, adhering to SLA commitments.
What You Bring
- A certificate or diploma in a technology field, or at least one year of technical support experience.
- Comfort troubleshooting across multiple versions of Microsoft Windows.
- Strong communication skills: you explain things clearly and listen even better.
- A customer-first mindset and the patience to match.
- You move fast and follow through: open tickets don't sit, they get solved.
- Genuine curiosity about software and technology.
- Ability to thrive in a fast-paced environment where things change quickly.
Perks & Benefits
- Full benefits package starting Day 1
- Group RRSP matching
- Employee Stock Option Plan
- Education and training grant (year two)
- Company computer provided
- Remote and flexible work
Top Skills
Windows
Remote Support Software
Voip
Similar Jobs
Cloud • Payments • Software
Provide remote-first technical support to end users via email, phone, and online channels. Troubleshoot, triage, and resolve issues, document tickets in Zendesk, escalate with recommendations, test fixes, support product adoption, and occasionally travel for training (<10%).
Top Skills:
Zendesk
Artificial Intelligence • Cloud • Consumer Web • Productivity • Software • App development • Data Privacy
The Senior Manager, Talent Management will lead talent management strategy, improve processes, drive change management, and oversee people management for the team.
Top Skills:
AIGoogle SuiteExcelTableauWorkday
Cloud • Security • Software • Cybersecurity • Automation
As a Demo Architect, you'll build and maintain tools supporting demos and workshops, collaborate with various teams, and enhance customer experiences.
Top Skills:
AutomationInfrastructureMonitoring ToolsObservability ToolsSoftware Engineering
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
