Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for customers via phone, email, and chat.

• Analyze, replicate, and resolve customer inquiries and software-related issues.

• Pose diagnostic questions and assist customers in finding practical solutions.

• Take ownership of customer concerns from the first interaction through to resolution or escalation.

• Manage challenging or upset customer interactions with professionalism.

• Acquire a deep understanding of ACD products, their features, workflows, and customer use cases.

• Convert software concepts into easily understandable guidance.

• Utilize HubSpot, Zendesk, or comparable support platforms to log interactions and monitor cases.

• Manage multiple customer engagements in a busy, phone-oriented setting.

• Collaborate with Product and Technology teams to escalate intricate issues.

• Recognize recurring inquiries and identify opportunities to enhance knowledge resources, workflows, and the customer experience.

• Engage in product updates, training sessions, coaching, and team discussions.

• Adhere to company policies, privacy standards, and information security protocols.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• Minimum of 1 year of direct, frontline customer support experience in a software or SaaS environment.

• Preferably 1–2 years or more of relevant experience.

• Proven experience addressing customer issues through phone, email, and chat.

• Established software troubleshooting capabilities.

• Excellent verbal and written communication skills.

• Strong empathy, active listening, and de-escalation abilities.

• Capability to remain calm during challenging customer interactions.

• Ownership mentality, attention to detail, dedication to follow-through, coachability, and sound judgment.

• Proficient in navigating multiple applications and customer cases while ensuring accurate documentation.

• Familiarity with HubSpot, Zendesk, or similar customer support/ticketing systems is preferred.

• Competent in using common business software and Microsoft 365.

• Ability to consistently fulfill an assigned support shift from 9:00 a.m. to 6:00 p.m. ET or 10:00 a.m. to 7:00 p.m. ET.

• Maintain a professional remote work setting and reliable high-speed internet connection.

• Exhibit regular and predictable attendance; be available during set business hours and scheduled meetings.

• Legally eligible to work in the country of employment and respond to inquiries regarding employment sponsorship.

🏝️ Benefits

• Bonus.

• Company-sponsored health benefits.

• 401k plan with company matching.

• Work-from-home stipend.

• Fully remote work setup.

• Annual in-person ACD Connect event and occasional business travel.