Customer Support Specialist

About the role

The Customer Support Specialist is the front line for customers using a cloud-based technology platform, resolving account, billing, configuration, and product issues across email, chat, and phone. The role combines clear communication with structured technical troubleshooting, including browser diagnostics, API integrations, permissions, and workflow configuration. The specialist will manage a high-volume queue, identify recurring problems, and create actionable records for product and engineering teams. The quality of this work directly affects customer adoption, retention, and the speed at which platform issues are resolved.

Responsibilities

• Resolve customer issues across email, chat, and phone using Zendesk, Intercom, or comparable support platforms
• Troubleshoot browser, authentication, permissions, configuration, and integration issues using logs, screenshots, API documentation, and reproducible test cases
• Investigate basic REST API, webhook, and CSV-import problems and explain technical solutions in clear, customer-friendly language
• Document bugs with reproduction steps, expected and actual behavior, severity, and supporting evidence before escalating to engineering
• Maintain accurate ticket records, internal notes, macros, and help-center articles in the team knowledge base
• Identify recurring support themes and share weekly insights with product, engineering, and operations partners
• Meet defined service-level, first-response, resolution-time, backlog, and customer-satisfaction targets

Requirements

• 1-3 years of experience in customer support, technical support, service operations, or a related customer-facing role
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users
• Hands-on experience with help-desk and CRM tools such as Zendesk, Intercom, Salesforce, or comparable platforms
• Working knowledge of web applications, HTTP basics, browser developer tools, authentication, and common SaaS integrations
• Highly organized and comfortable managing concurrent tickets, shifting priorities, and sensitive customer issues
• Associate or bachelor's degree in information technology, computer science, communications, or a related field; equivalent experience accepted
• Bonus: Experience with SQL, REST APIs, webhooks, Jira, Sentry, Postman, or supporting B2B SaaS products