Customer Support Specialist

About The Role

The Customer Support Specialist role acts as the primary point of contact for users, managing and resolving inbound technical and account inquiries. This role ensures customers receive timely, accurate assistance with a focus on maximizing software adoption and reducing churn. Working closely with product, engineering, and customer success teams, the specialist translates daily ticket trends into actionable feedback to drive continuous improvement in the product lifecycle.

Key Responsibilities

• Manage and resolve a high volume of support requests via Zendesk, live chat, and scheduled Zoom calls
• Troubleshoot product configuration issues and reproduce software bugs to escalate to technical teams using Jira
• Author clear, structured knowledge base articles to enable user self-service and reduce ticket volume
• Monitor SLA metrics, first-response time, and CSAT scores to consistently exceed team performance targets
• Partner with product managers to deliver weekly feedback digests highlighting customer pain points and feature requests
• Assist in the onboarding and training of new support agents on product updates and internal support tools

What We Are Looking For

• 1-3 years of experience in a customer-facing support or technical service role, preferably within a SaaS environment
• Proficiency with modern help-desk software such as Zendesk, Intercom, or Salesforce Service Cloud
• Demonstrated ability to troubleshoot technical systems, browser-based applications, and API integration flows
• Exceptional written and verbal communication skills, with a talent for translating complex technical concepts to non-technical users
• Strong organizational skills and the ability to multitask in a fast-paced, high-volume environment
• Bonus: Experience with basic SQL queries, HTML/CSS, or developer console troubleshooting tools