Customer Support Specialist

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Respond to tier 1 customer inquiries through phone, email, chat, and ticketing systems related to various products and services.

• Diagnose customer issues and provide effective solutions to resolve them.

• Assess and escalate product bugs to the development team.

• Offer suggestions for enhancing support processes.

• Contribute to technical writing for FAQs, Help Center content, training materials, and internal documentation.

• Take responsibility for customer issues, ensuring thorough, considerate, and prompt resolution.

• Collaborate with other team members across the organization.

⛳️ Requirements

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

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

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

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

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

• Prior experience in a high-volume support/customer service environment.

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

• Relevant technical writing skills.

• Ability to manage multiple tasks and prioritize trouble tickets effectively.

• Excellent communication skills that are clear and concise.

• A strong growth mindset and eagerness to learn.

• Must have U.S. or Canadian work authorization without employer sponsorship.

• Preferred but not mandatory: experience in a SaaS startup, familiarity with Intercom or similar ticketing systems, and knowledge of the green industry field management.

🏝️ Benefits

• Extensive medical, dental, and vision insurance with various plan options available for U.S. employees.

• HSA/FSA accounts.

• Disability and life insurance coverage.

• Employer-funded HSA-based benefits plan that includes drug, dental, and mental health coverage for employees in Canada.

• 401(k) matching available for U.S. employees.

• RRSP matching for employees in Canada.

• Customized career development discussions.

• Support for tools, courses, and resources that promote professional growth.

• Unlimited Paid Time Off.

• Paid company holidays.

• Company-wide winter hiatus from December 24 to January 1.