Technical Support Representative

Location: Remote
Position: Full-time

We are Astropad and we build tools that unlock creativity and productivity, such as:
  • Astropad Studio – Software that turns the iPad into a high-end drawing tablet
  • Luna Display – The first hardware solution that turns the iPad or another Mac into a wireless second display

We are looking for a Technical Support Representative to join our small and efficient team. Your primary role will be to provide advanced customer support for our software product, Astropad, as well as for our hardware product, Luna Display. This job requires exceptional communication skills, a strong technical background, and a love of solving puzzles.

You will:
  • Troubleshoot and answer complex technical support questions
  • Investigate ongoing issues
  • Help manage social media support
  • Create and update manuals and how-to guides
  • Help build relevant procedures for the support team
  • Collaborate with other departments and provide feedback
  • Assist with quality assurance testing
  • Collaborate on a daily basis with our support team via Slack

Key Skills:

  • Excellent written communication skills
  • Extreme empathy for customers
  • Tenacious problem solving
  • Experience diagnosing customer support issues and providing easy-to-follow solutions
  • Strong attention to detail
  • Confident in creating procedures and how-tos for both customers and staff
  • Knowledge of and/or familiarity with Mac systems, Apple products, and Windows
  • Familiarity with Help Scout or another help desk software
  • Located in North America with the availability to work with at least four hours overlap in GMT-6 (Central) timezone

Nice If You Have:

  • 2+ years of IT and/or customer support experience
  • Bachelors degree or equivalent
  • Windows experience
  • Previous remote experience

About Astropad

We are a small, bootstrapped startup founded by a team of ex-Apple engineers. Our tools are used by tens of thousands of creative pros and some of the largest animation studios in the world, and we are just getting started! We are looking for people passionate about building the next generation of tools that unlock creativity to join our team.

We are a fully remote company with a small office in Minneapolis, MN. If joining us sounds interesting to you, please get in touch!

We offer:
  • Flexible work schedules
  • Competitive pay + equity
  • Coworking space reimbursement stipend (if not based in Minneapolis)
  • Health & dental insurance
  • Parental leave
  • 3 weeks vacation
  • Challenging and creative work
  • High impact and significant responsibility

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