Technical Support Specialist

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

📋 Description

• Deliver customer support through phone, email, and chat channels.

• Address customer inquiries and troubleshoot technical challenges.

• Keep precise customer records in the CRM system.

• Work with internal teams to escalate intricate issues.

⛳️ Requirements

• Demonstrated experience: 2+ years in a customer support or technical support capacity for a SaaS product, preferably in a start-up or rapidly growing environment.

• Technical proficiency: Comfortable troubleshooting APIs, AI, CRMs, and workflow tools (experience with Zapier, Intercom, and/or Linear is advantageous).

• Excellent communication: Superior written and verbal communication abilities; adept at explaining complex subjects with clarity, simplicity, and warmth.

• Customer empathy: A sincere desire to understand customer needs and deliver solutions that exceed expectations.

• Curiosity and initiative: A proactive learner who investigates root causes, stays informed about emerging technologies, and continuously enhances their technical skills to achieve better outcomes for customers and the team.

• Operational excellence: Highly organized, detail-oriented, and reliable — thrives on processes, follow-through, and consistently delivering high-quality work.

• Collaborative mindset: A strong team player who enjoys working across functions and contributing to a supportive, transparent, and high-performing culture.

🏝️ Benefits

• Customer support excellence: Deliver prompt, friendly, and technically sound support via email, chat, and video calls — maintaining high CSAT and meeting SLAs across EU and US hours.

• Technical troubleshooting: Identify, reproduce, and resolve product issues; document bugs and collaborate closely with our Engineering team to ensure timely resolutions.

• Customer advocacy: Gather and convey customer feedback, pinpoint recurring challenges, and represent the “voice of the customer” in cross-functional discussions with Product and Engineering.

• Process and knowledge improvement: Contribute to our Help Center, FAQs, and internal documentation in Notion and Guru; enhance support processes to streamline the customer experience.

• Product mastery: Develop and maintain a comprehensive understanding of Attio’s functionality, APIs, and integrations, staying informed about upcoming releases and new features to confidently assist customers.

• Team collaboration: Collaborate closely with colleagues across Support, Product, and Engineering to ensure consistent, high-quality service delivery and foster a culture of operational excellence.

• Consultative guidance: Partner with customers to gain deep insights into their goals, workflows, and data models. Provide strategic, scalable solutions that extend beyond immediate issues — aiding them in optimizing processes, automating intelligently, and realizing long-term value from Attio.