Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Technical Support Specialist - T1 role.

Rezi rewrites your resume against AppDirect's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Technical Support Specialist - T1 posting at AppDirect — free, in seconds.

About the Role

PartnerStack, an AppDirect subsidiary, is seeking a customer-obsessed problem-solver to join their partner network team. This role focuses on supporting customers and partners through various channels, troubleshooting platform issues, and contributing to product and process improvements.

Responsibilities

Serve as the first point of contact for inbound support tickets, chats, and emails from AppDirect customers and partners, ensuring every interaction is handled with urgency and care
Troubleshoot and resolve platform issues spanning account management, subscription provisioning, billing, and third-party integrations
Document all cases with clear, reproducible steps in the ticketing system (Zendesk or equivalent) to enable fast escalation and knowledge sharing
Escalate complex or unresolved issues to Tier 2/Tier 3 support with thorough, complete handoff notes that eliminate the need for customers to repeat themselves
Contribute to and maintain internal knowledge base articles and customer-facing FAQs, reducing repeat contact volume over time
Consistently meet or exceed SLA targets, CSAT benchmarks, and First Contact Resolution (FCR) KPIs
Surface recurring issue trends and product pain points to the Support Operations team to drive platform and process improvements

Requirements

1-2 years of experience in a technical support, customer support, or help desk role, ideally within a SaaS or subscription-based environment
Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical users clearly and empathetically
Hands-on experience with ticketing platforms such as Zendesk, Salesforce Service Cloud, or similar tools
Strong troubleshooting methodology — you isolate, replicate, and document issues systematically before escalating
High sense of ownership, reliability, and drive to deliver an outstanding customer experience every time

Skills

Technical support
Customer support
Help desk
SaaS
Subscription-based environments
Written communication
Verbal communication
Zendesk
Salesforce Service Cloud
Troubleshooting
Web technologies
HTML
JSON
REST APIs
Subscription platforms
Billing platforms
French language proficiency

Location

Remote

Work Type

Full-time

Experience Level

1-2 years

About the Company

AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service.
PartnerStack is the platform that powers how B2B software companies find, activate, and grow their partner ecosystems.
The team builds the two-sided marketplace that connects vendors with the right partners and helps partners discover programs worth their time, handling everything from matching and onboarding to activation at scale.
It’s a high-impact product space at the center of how modern B2B companies go to market through partners rather than direct sales alone.

Equal Opportunity

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought.
We respect each AppDirector as their own fingerprint; unique with no one alike.
We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work.
As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.