Customer Support Specialist

About The Role The Customer Support Specialist is the front line for customers using a cloud-based software platform, helping resolve account, billing, configuration, and workflow issues across email, chat, and phone. The role combines clear communication with practical technical troubleshooting, including browser behavior, integrations, permissions, APIs, and data-sync problems. The specialist will manage a high-volume queue, identify patterns in recurring issues, and create accurate documentation for customers and internal teams. Strong performance means restoring customers to productivity quickly while giving product and engineering actionable details on defects and usability gaps. Key Responsibilities Resolve customer inquiries across email, chat, and phone using a help-desk platform such as Zendesk, Intercom, or Salesforce Service CloudTroubleshoot browser, authentication, permissions, configuration, integration, and data-sync issues using logs, network traces, API documentation, and reproducible test casesReproduce product defects, capture clear technical notes, and escalate engineering issues through Jira or a similar ticketing systemGuide customers through API, webhook, SSO, and third-party integration setup without exposing sensitive credentials or customer dataMaintain help-center articles, troubleshooting guides, macros, and internal runbooks based on emerging support trendsAnalyze ticket volume, first-response time, resolution time, reopen rate, and CSAT to identify process and product improvementsMeet service-level targets while communicating status, next steps, and workarounds clearly to customers and internal stakeholders What We Are Looking For 1-3 years of experience in customer support, technical support, SaaS operations, or a related customer-facing roleStrong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiencesHands-on experience with help-desk and collaboration tools such as Zendesk, Intercom, Salesforce, Jira, Slack, or equivalent platformsWorking knowledge of web applications, HTTP concepts, REST APIs, JSON, browser developer tools, and common authentication or access issuesDemonstrated ability to investigate problems methodically, manage a high ticket volume, and prioritize urgent customer-impacting issuesAssociate or bachelor’s degree in information technology, computer science, communications, or a related field; equivalent practical experience acceptedBonus: Experience supporting SSO/SAML, webhooks, SQL-based troubleshooting, API testing tools such as Postman, or B2B SaaS products