Customer Support Specialist

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

📋 Description

• Deliver front-line technical assistance through support tickets, live chat, and phone communications.

• Diagnose software issues and ensure customer satisfaction is achieved.

• Establish, configure, and enhance software for both new and existing clients.

• Collaborate with development and product teams to pinpoint, report, and resolve bugs and feature requests.

• Educate and guide customers on software best practices via email, chat, and virtual meetings.

• Organize and prioritize support tickets to ensure timely and accurate resolutions.

• Create support documentation, FAQs, and articles for the knowledge base.

• Investigate issues utilizing database queries, user session replays, network logs, data tracing, transaction-flow analysis, DNS, mail servers, and third-party integrations.

• Operate within a three-tiered support framework alongside support colleagues, customer implementations and success teams, and software developers.

⛳️ Requirements

• 1-2 years of experience in a technical support, customer support, or related technical role, or completion of a technical bootcamp or equivalent training.

• Exceptional problem-solving abilities with a proactive attitude towards troubleshooting.

• Strong verbal and written communication skills, capable of conveying complex technical concepts to non-technical individuals.

• Ability to swiftly adapt and manage multiple tasks in a dynamic, fast-paced environment.

• Proficiency in Structured Query Language (SQL).

• Process-oriented mindset dedicated to continuous improvement and operational efficiency.

• Commitment to data integrity, ensuring clean, accurate, and well-documented records.

• Familiarity with SaaS platforms and cloud-based software solutions is preferred.

• Experience with CRM systems, such as Zendesk and JIRA, is preferred.

• Strong grasp of accounting principles and experience with accounting or accounts receivable software is preferred.

• Legally authorized to work in the United States.

• Must disclose if employment visa sponsorship is required now or in the future.

🏝️ Benefits

• Competitive salary.

• $1,000 adventure travel reimbursement granted on each work anniversary.

• Remote work culture that allows you to work from anywhere.

• Flexible paid time off (PTO).

• Comprehensive health, vision, dental, HSA/FSA, and mental health support.

• Stock options available for every full-time employee.

• 401(k) matching program.