Solution Support Specialist

Overview

The Solution Support Specialist will provide remote assistance to customers who need help selecting products, understanding customization options, navigating the ordering process, resolving general order concerns, and obtaining information about Big City Sportswear & Graphics services.

This role requires strong communication and problem-solving skills. Solution Support Specialists will communicate with customers through approved telephone, email, live-chat, and online support channels while working closely with design, sales, production, and customer-service teams when additional assistance is required.

Both full-time and part-time positions are available.

Previous experience in custom apparel, screen printing, or embroidery is not required. Paid training will be provided to selected candidates.

Key Responsibilities

• Respond professionally to customer questions through approved phone, email, chat, and online-support channels
• Assist customers with questions regarding custom apparel and promotional products
• Explain available screen-printing, embroidery, digital-printing, and customization options based on approved company information
• Help customers understand basic artwork and design-submission requirements
• Assist customers with navigating the online ordering and customization process
• Provide general information regarding order requirements, pricing factors, production processes, and turnaround expectations using current company policies
• Review customer concerns and identify appropriate solutions or next steps
• Assist customers with order-status and account-related questions
• Document customer interactions accurately in company systems
• Escalate artwork or technical production questions to appropriate design or production specialists
• Coordinate with internal departments when customer issues require additional support
• Follow up on unresolved customer inquiries when necessary
• Maintain professional and friendly communication throughout every customer interaction
• Protect customer and company information
• Meet established customer-service and response-time standards

Full-Time Schedule

Full-time Solution Support Specialists will generally work approximately 40 hours per week.

Scheduling will be established according to business requirements and the company's customer-support operating hours.

Part-Time Schedule

Part-time Solution Support Specialists will generally work approximately 20–30 hours per week.

Specific shifts and availability requirements will be determined according to business needs.

Qualifications

• High school diploma or equivalent preferred
• Previous customer service, sales support, e-commerce, or administrative experience is helpful but not required
• Strong written and verbal communication skills
• Good problem-solving abilities
• Strong attention to detail
• Basic computer and internet skills
• Ability to learn new products, services, and software
• Ability to communicate professionally with customers
• Strong organizational and time-management abilities
• Ability to work independently while remaining connected with a remote team
• Reliable internet connection and an appropriate remote workspace

Preferred Skills

Experience in customer support, e-commerce, custom apparel, printing, embroidery, graphic design support, order processing, retail, or online sales is beneficial but not required.

Candidates with no direct apparel-industry experience are encouraged to apply if they demonstrate excellent communication skills, reliability, attention to detail, and a willingness to learn.

Compensation & Benefits

• Proposed pay: $32.24–$35.25 per hour, depending on experience and qualifications
• Full-time and part-time opportunities
• 100% remote work
• Paid training
• Professional development opportunities
• Opportunities to develop knowledge of custom apparel and printing
• Potential advancement into senior customer support, account services, sales support, or team-lead positions
• Additional benefits according to actual company policy and employee eligibility

Paid Training

Selected employees will receive training covering:

• Big City Sportswear products and services
• Custom apparel and promotional products
• Screen-printing fundamentals
• Embroidery and digital-printing basics
• Artwork and customization requirements
• Customer order processes
• Order-status support
• Customer communication standards
• Internal support systems
• Problem resolution and escalation procedures

Employees are not expected to have extensive printing or apparel knowledge before starting. Training is designed to provide the product and service knowledge necessary to assist customers effectively.

Remote Work Environment

This position is performed remotely using company-approved communication and support systems.

Employees must remain available and responsive during their scheduled working hours and should have a quiet, professional workspace suitable for handling customer communications.

The position involves regular computer use, email communication, customer-support conversations, order-information review, and collaboration with internal teams.

Pay: $32.24 - $35.25 per hour

Expected hours: 20.0 – 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Tuition reimbursement

Work Location: Remote