Customer Support Specialist

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

📋 Description

• Address tier 1 customer inquiries via phone, email, chat, and our ticketing system for a variety of products and services.

• Proactively troubleshoot customer issues and provide effective solutions to resolve them.

• Identify and escalate bugs to the development team as they arise within the product.

• Offer constructive feedback to enhance support processes, ensuring added value for our customers.

• Utilize technical writing skills to contribute to our expanding knowledge bases, including FAQs, Help Center, Training Material, and Internal Documentation.

• Show empathy towards customers by taking responsibility and assuring them that their issues will be resolved comprehensively and promptly.

• Collaborate cross-functionally with other team members within the organization.

⛳️ Requirements

• A bachelor’s degree or equivalent experience is required.

• Demonstrated ability to diagnose, troubleshoot, and resolve technical issues related to a SaaS product.

• Capacity to apply sound judgment and product knowledge to provide timely solutions.

• Quick learner with a proven record of mastering new technical tools and systems.

• Proficient in delivering professional, responsive, and technical assistance to business stakeholders (B2B support).

• Prior experience in a high-volume support or customer service role.

• Analytical mindset with strong research and problem-solving capabilities.

• Relevant technical writing skills are essential.

• An inherent desire to assist others and implement solutions thoroughly, thoughtfully, and promptly.

• Ability to multitask and prioritize trouble tickets as they are received.

• Excellent communication skills, both clear and concise.

• A strong growth mindset and eagerness to learn.

• Natural aptitude for solving puzzles.

🏝️ Benefits

• In the U.S., we provide comprehensive medical, dental, and vision coverage with a variety of plan options, along with additional benefits such as HSA/FSA accounts, disability and life insurance, and more.

• In Canada, we offer an employer-funded HSA-based benefits plan that includes drug, dental, and mental health coverage, giving you flexibility in managing your healthcare needs.

• We are committed to your financial future, offering 401(k) matching for U.S. employees and RRSP matching for Canadian employees.

• We invest in your professional growth through personalized career development discussions and support for tools, courses, and resources that help you succeed.

• Regarding work-life balance, we provide unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1, allowing you to truly recharge.