Job Description

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- Serve as a front-line point of contact for customer support requests via phone, email, and ticketing system
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- Diagnose and resolve technical issues related to iGUIDE hardware, the capture/Stitch/processing pipeline, and Portal usage
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- Escalate complex or unresolved issues to Solutions Engineering or Product/Engineering teams with clear documentation
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- Develop and maintain troubleshooting guides, FAQs, and knowledge base articles
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- Support new customers through onboarding across hardware, software, and Portal
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- Assist with virtual and, where needed, onsite training sessions
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- Maintain and refine training materials including manuals, videos, and tutorials
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- Guide customers on data upload, data management, and Portal best practices
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- Monitor open support cases and ensure timely follow-up and resolution
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- Track recurring issues, common questions, and feature requests and share insights with Product and Engineering
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- Partner with Solutions Engineering and Sales to ensure a consistent support experience
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- Stay current on product updates and current features
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- Contribute to internal documentation
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- Work with Solutions Engineers on complex customer trials or escalations
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- Partner with Product Management to report bugs, surface enhancement ideas, and validate fixes
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- Collaborate with Marketing on support-facing content such as FAQs and how-to guides
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Requirements

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- Ability to explain technical concepts in plain language
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- Customer-focused approach and motivation to help people solve problems
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- Detail-oriented and organized, with the ability to manage multiple support cases at once
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- Curiosity and ability to quickly learn new hardware and software systems
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- Self-starter who takes ownership and follows through
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- Collaborative and team-oriented
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- Accountable and able to deliver on commitments
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- Working knowledge of the end-to-end iGUIDE ecosystem, including hardware, capture process, Stitch and processing, and Portal management
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Core Competencies

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Demonstrates expertise in customer support for technical issues related to iGUIDE hardware and software, with a strong focus on onboarding, training, and documentation. Capable of collaborating with engineering and product teams to enhance customer experience and resolve complex issues.

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Highest-signal resume keywords

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- Customer Support
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- Technical Issue Diagnosis
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- IGUIDE Ecosystem Knowledge
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- Training Material Development
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- Documentation Skills
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ATS Optimization Keywords

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Hard Skills

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- Technical Issue Resolution
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- Troubleshooting Guide Development
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- Data Management
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- Portal Management
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- Onboarding Support
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Soft Skills

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- Customer-Focused Approach
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- Detail-Oriented
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- Organizational Skills
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- Collaborative
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- Self-Starter
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Industry Keywords

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- IGUIDE Hardware
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- Capture Process
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- Stitch and Processing
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- Customer Trials
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- Support-Facing Content
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Tools & Technologies

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- Ticketing System
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- Knowledge Base
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- Video Tutorials
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- FAQs
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📌 Customer Solutions Support Specialist (Richmond)
🏢 Jobtailor
📍 Richmond