Customer Support Specialist

About the Role

The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, helping them resolve account, configuration, integration, and product-usage issues across email, chat, and phone. The role combines clear customer communication with practical technical troubleshooting. It matters because fast, accurate support protects customer trust, reduces repeat issues, and gives product and engineering teams reliable insight into problems affecting users at scale.

Key Responsibilities

• Resolve customer questions involving user access, permissions, billing workflows, product configuration, and common integration issues through email, chat, and phone
• Troubleshoot browser, API, webhook, SSO, and third-party integration problems using logs, documentation, and reproducible test cases
• Investigate reported defects, capture clear reproduction steps and environment details, and escalate actionable issues through Jira or similar systems
• Manage and prioritize tickets in Zendesk, Intercom, or a comparable help-desk platform while meeting response-time and resolution targets
• Create and improve help-center articles, troubleshooting guides, macros, and internal runbooks for recurring customer issues
• Monitor ticket trends, identify common failure points, and share structured feedback with product, engineering, and operations teams
• Maintain accurate case notes and contribute to customer satisfaction, first-contact resolution, and backlog reduction goals

What We Are Looking For

• 1-3 years of experience in customer support, technical support, SaaS operations, or a related customer-facing technology role
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical customers
• Hands-on experience with help-desk and collaboration tools such as Zendesk, Intercom, Jira, Slack, or equivalent platforms
• Working knowledge of web applications, REST APIs, JSON, browser developer tools, authentication concepts, and basic networking or troubleshooting workflows
• Ability to analyze logs, reproduce issues, prioritize competing requests, and escalate problems with complete technical context
• High school diploma or equivalent required; associate or bachelor's degree in information technology, computer science, communications, or a related field preferred
• Bonus: Experience supporting B2B SaaS products, SQL basics, SSO/SAML troubleshooting, API testing with Postman, or working in a distributed support team