Customer Support Specialist

About the role

The role serves as the primary technical point of contact for users navigating the core software platform. This specialist acts as the vital bridge between customers and the product development organization, resolving complex user workflows and investigating system anomalies. By delivering rapid, high-quality technical assistance, this position ensures customers maximize the value of the platform, directly impacting customer retention and satisfaction. The work involves analyzing technical issues, managing escalation paths, and translating complex technical jargon into clear, actionable guidance.

Key Responsibilities

• Resolve a high volume of technical support inquiries via email, chat, and scheduled video calls, maintaining high CSAT scores.
• Investigate, reproduce, and document technical bugs, creating comprehensive reports in Jira for the engineering and QA teams.
• Formulate and update external knowledge-base articles, FAQs, and internal troubleshooting runbooks to improve resolution times.
• Monitor system health dashboards and alert logs to identify emerging platform-wide issues, escalating critical incidents to the on-call engineering team.
• Advocate for customer needs by tracking common feature requests and usability hurdles, presenting structured feedback to product managers.
• Manage API and webhooks troubleshooting for customers implementing standard integrations with CRM and ERP platforms.

What We Are Looking For

• 1-3 years of experience in customer support or technical support roles within a SaaS or fast-paced technology environment.
• Proficiency with modern help-desk ticketing platforms such as Zendesk, Intercom, or Salesforce Service Cloud.
• Strong technical troubleshooting aptitude, including experience inspecting browser elements and analyzing API responses.
• Excellent written and verbal communication skills, with the ability to convey technical concepts to non-technical users.
• Proven capability to manage multiple priorities and maintain composure during high-volume periods.
• Bonus: Experience with basic SQL queries, HTML/CSS, or developer console diagnostics.