Support Specialist

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

📋 Description

• Address a significant volume of customer inquiries via email, live chat, and shared Slack channels.

• Diagnose and resolve tier 1 and tier 2 issues related to Coefficient’s Google Sheets and Excel add-ons, including data imports, scheduled refreshes, formula errors, and write-backs.

• Identify connection and synchronization issues with Salesforce, HubSpot, and SQL databases, focusing on authentication, permissions, and field mapping.

• Reproduce software bugs and escalate them to Engineering and Product teams, providing clear reproduction steps, screenshots, and pertinent details.

• Conduct independent investigations on unfamiliar issues using documentation, testing, and internal resources.

• Suggest immediate solutions and long-term enhancements, which may include product feedback, process modifications, and help content improvements.

• Meticulously document customer requests and highlight recurring issues and trends for Support leadership.

• Write and revise Help Center articles addressing common inquiries and new features.

⛳️ Requirements

• Minimum of 4 years of experience in supporting customers of a B2B SaaS product, focusing on troubleshooting software, integrations, and data challenges for business users.

• Proficient in Google Sheets or Excel, with advanced skills including XLOOKUP/VLOOKUP, INDEX/MATCH, QUERY, pivot tables, array formulas, and nested IF statements.

• Experience in troubleshooting software integrations or data challenges, such as synchronization errors, permission issues, or mismatched records.

• Strong written English skills with the ability to clearly and concisely communicate technical issues to US-based business users.

• Demonstrated capability to manage a high volume of tickets across email and chat while ensuring high-quality responses.

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field, or equivalent practical experience (preferred).

• Willingness to work evenings, weekends, and holidays as required.

• Desirable: Experience with Salesforce or HubSpot, SQL, Zendesk or similar ticketing tools, Google Apps Script or VBA, and support background in data, analytics, or integration products.

🏝️ Benefits

• Competitive Salary: Strong, market-based pay that reflects your skills, experience, and contributions.

• Medical Benefit Stipend: A healthcare stipend that supports your medical coverage and allows you to choose the plan that suits you best.

• Generous Paid Time Off (PTO).

• Company-Provided Computer.

• Professional Development Stipend for courses, certifications, conferences, or other learning opportunities.