Customer Support Specialist

About The Role

The Customer Support Specialist role acts as the first line of engagement and technical assistance for customers, troubleshooting platform issues and managing day-to-day inquiries with precision. This position is vital to maintaining customer trust, ensuring fast issue resolution, and directly translating customer pain points into actionable insights for the engineering and product teams. Operating in a remote capacity, this role focuses on high-volume ticket management across chat, email, and phone channels. The support team works within a fast-paced environment where understanding API integrations, user management, and cloud platform workflows is key to resolving technical roadblocks efficiently.

Key Responsibilities

• Own and resolve customer support tickets across email, chat, and phone systems in compliance with established SLAs.
• Perform initial technical troubleshooting of software bugs, account configurations, and integration errors using browser developer tools and internal database queries.
• Document and escalate complex technical issues to Tier 2 support and engineering teams with detailed reproduction steps.
• Author, update, and maintain internal documentation and public-facing Help Center articles to foster customer self-service.
• Monitor system health dashboards and alert appropriate internal teams during critical outages or service degradation events.
• Analyze recurring support trends to provide weekly, data-driven feedback to product managers regarding user experience improvements.

What We Are Looking For

• 1-3 years of experience in customer support, technical support, or a client-facing service role, preferably within a SaaS or technology environment.
• Proficiency with modern help-desk software such as Zendesk, Intercom, or Salesforce Service Cloud.
• Basic understanding of web technologies including HTML, CSS, APIs, and SQL queries.
• Excellent written and verbal communication skills with a proven ability to explain technical concepts to non-technical users.
• Strong time-management skills and the ability to self-start and work productively in a fully remote environment.
• Bonus: Experience with developer tools, JIRA/Confluence, or a basic understanding of scripting languages like Python or JavaScript.