Technical Customer Support Specialist

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

📋 Description

• Act as the main contact for customer inquiries through email, social media, community forums, and support tickets.

• Resolve technical challenges associated with Zoo Design Studio, CAD workflows, file transfers, and AI-driven Zookeeper functionalities.

• Examine customer-reported bugs, collect reproduction details, and collaborate with engineering to address issues.

• Elevate complex technical challenges while ensuring transparent communication with customers.

• Develop and update support documentation, FAQs, tutorials, and knowledge base articles.

• Detect frequent customer issues and proactively suggest product enhancements.

• Support customers with onboarding, account management, subscription, and licensing inquiries.

• Track support metrics and contribute to enhancing response times and customer satisfaction.

• Represent the customer’s voice by delivering structured feedback to Product and Engineering teams.

⛳️ Requirements

• Over 2 years of experience in customer support, technical support, customer success, or a related customer-facing position.

• Background in supporting SaaS, developer tools, engineering software, or CAD products.

• Outstanding written and verbal communication abilities.

• Strong analytical skills and attention to detail.

• Capability to convey technical concepts in a clear and relatable manner.

• Proficient in learning new software and independently troubleshooting technical issues.

• Highly organized with the capacity to manage multiple customer interactions at once.

• Empathetic towards users and dedicated to providing exceptional customer experiences.

🏝️ Benefits

• Competitive equity.

• Comprehensive benefits package.