Customer Support Specialist

What You'll Do Here

• Master the features and functionality of the supported software applications and maintain knowledge of software updates and enhancements
• Provide timely and high-quality software support to end-users via email, phone, or as additional channels are identified in the future, for all our Software Solutions
• Follow standard support procedures and processes to ensure all customer communication is fully documented in the support ticketing system in a timely manner
• Triage, prioritize and troubleshoot various customer queries to identify and escalate situations requiring urgent attention and redirect problems to correct resource as needed
• Succeedingly manage a backlog of pending tickets and follow up with customers to ensure complete and timely resolution of issues
• Formulate and test alternative or unique solutions to help customers achieve their goals
• Proactively reach out to existing accounts to check-in and promote knowledge of other services
• Identify and report bugs and software requests and inform management of recurring problems
• Contribute to internal knowledge base for current and new team members and provide content for customer help center articles
• Shared weekend and nightly on-call for emergency support situations
• Demonstrate our core values of transparency, collaboration, flexibility, humility and fun

What Skills You'll Need

• 3+ years of software/application support experience
• A clear and concise communication and documentation style
• Ability to break down, analyze and solve complex problems
• Organization and time management skills a MUST
• Must be self-directed and thrive in a fast-paced environment with minimal direction

Huge Plus If You Have

• SaaS and/or B2B experience
• Healthcare or pharmaceutical industry experience
• HubSpot experience