Customer Support Specialist I

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

📋 Description

• Act as the primary liaison for customer inquiries through the mPulse Customer Community, email, chat, phone, and various other channels.

• Diagnose and resolve basic technical issues related to the platform.

• Provide customers with guidance and education on how to effectively use the product.

• Manage customer support tickets utilizing Salesforce and JIRA.

• Escalate more complex issues to Engineering, Product, or higher-level support when necessary.

• Collaborate with internal teams to relay customer feedback and pinpoint opportunities for product and process improvements.

• Maintain an in-depth understanding of the product and stay informed about new features and updates.

• Achieve or surpass KPIs, including first response time, turnaround time, and customer satisfaction (CSAT).

• Participate in an on-call rotation.

• Engage in proactive monitoring and implement corrective actions in accordance with standard operating procedures (SOP).

⛳️ Requirements

• 1–3 years of experience in customer support, ideally within a SaaS context.

• Strong technical troubleshooting abilities and a quick aptitude for learning new technologies.

• Exceptional written and verbal communication skills.

• Capability to manage multiple priorities in a dynamic, high-growth environment.

• Experience with customer relationship management (CRM) and ticketing systems like Salesforce.

• Empathy, patience, and a sincere desire to assist customers.

• Strong problem-solving and critical thinking capabilities.

• Experience in supporting B2B SaaS products.

• Familiarity with MS Excel, APIs, integrations, and fundamental technical concepts.

• Experience in writing or contributing to support documentation or help centers.

• Familiarity with remote work tools such as Slack, Zoom, Teams, and Confluence.

🏝️ Benefits

• Remote or virtual work arrangement.