Technical Customer Support Specialist

About the Role

The Customer Support Specialist's primary responsibility is to help customers successfully use the organization's software solutions. This role provides outstanding technical support and customer service through multiple support channels (phone, case, chat, etc.) to customers ranging from small businesses to large enterprises. As a customer-facing role, the Customer Support Specialist must possess strong service and communication skills and is an expert troubleshooter with a passion for helping customers.

Responsibilities

• Resolve customer technical issues effectively and efficiently through multiple support channels
• Communicate with customers professionally and consistently on issue status and resolution
• Document customer interactions using the support ticketing system to capture issue type, status, relevant customer notes, and resolution
• Continually develop and hone customer service, troubleshooting skills, and product knowledge
• Build and foster positive working relationships across the team and organization
• Escalate customer tickets to other teams (within CX, Product, Engineering, Sales, and Finance) as required and per internal SLAs
• Coordinate phone calls or virtual sessions with customers to troubleshoot effectively, as needed
• Meet or exceed performance metrics around productivity, quality of work, and overall customer experience as agreed upon with manager
• Conduct all business in accordance with the organization's policies and procedures

Qualifications

• Basic understanding of or willingness to learn the organization's Product Suite
• Critical thinking and troubleshooting skills
• Excellent verbal and written communication skills
• Exceptional customer service skills
• Effective prioritization and triaging skills to manage multiple customer inquiries
• Basic understanding or willingness to learn HTML & CSS
• Basic knowledge or willingness to learn standard web technologies, browsers, and web applications

Preferred Qualifications

• Minimum of 2 years of technical customer service experience, preferably in a SaaS environment
• Technical background or expertise through experience, self-led learning, or certifications/degrees
• Retail, hospitality, or restaurant experience providing customer service
• Experience working in a customer service or contact center environment
• Experience with CRM (Zendesk or Salesforce), Jira/Confluence

The hiring organization is committed to building a diverse and inclusive team.