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 communi