Customer Support Specialist

Responsibilities

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions
• Evaluate and escalate bugs to development as they come to your attention inside the product
• Provide feedback to develop support processes. Your input will ultimately add value for our customers
• Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
• Work cross-functionally with other members within the organization

Qualifications

• A bachelor’s degree or equivalent experience
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product
• Ability to apply sound judgment and product knowledge to deliver timely solutions
• Fast learner with a track record of mastering new technical tools and systems
• Skilled in providing professional, responsive, and technical assistance to business