Customer Support Specialist

About the Role

The Customer Support Specialist serves as the frontline liaison for users, swiftly addressing technical questions, billing concerns, and obstacles in product workflows. This position bridges customer experience and product operations, to reduce user friction and ensure systematic recording and escalation of product feedback.

This remote role requires handling a steady flow of support requests across various communication platforms. Successful candidates must possess thorough product knowledge, strong technical empathy, and the skill to analyze complex customer issues in real-time.

Key Responsibilities

• Handle and resolve numerous customer queries through Zendesk, live chat, and scheduled Zoom sessions, consistently meeting service level and customer satisfaction targets.
• Investigate technical problems by examining browser logs, validating API data, and reviewing user account settings.
• Identify and replicate suspected product defects, producing comprehensive reports in Jira for engineering and quality assurance teams.
• Create and maintain internal knowledge base articles and public Help Center resources to empower customer self-help.
• Work closely with Product Management to translate customer challenges into viable feature requests.
• Observe system health notifications and promptly report critical platform disruptions to the incident response team on call.

Qualifications

• Between 1 to 3 years of experience providing customer or technical support within a SaaS or technology business.
• Hands-on experience with contemporary help desk tools like Zendesk, Intercom, or Salesforce Service Cloud.
• Basic understanding of web technologies including HTML/CSS, APIs, and debugging tools in browsers.
• Ability to clearly explain complex technical topics to users without technical backgrounds.
• Strong time management and prioritization capabilities to efficiently manage a high-volume ticket queue in a fast-moving setting.
• Preferred: Ability to write SQL queries or familiarity with analytics tools such as Amplitude or Mixpanel.