Client Support Specialist
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Job Description
Client Support Specialist providing technical support in a remote environment for RumbleUp's SaaS platform. Managing tickets and collaborating with internal teams to resolve client issues.
Responsibilities:
- Manage inbound support tickets through Zendesk
- Troubleshoot client-reported technical and messaging issues
- Investigate delivery problems, registration issues, segmentation concerns, platform behavior, and account configuration errors
- Gather detailed information and reproduce reported issues
- Clearly document troubleshooting steps and findings
- Escalate issues appropriately with complete context
- Communicate professionally with clients during high-pressure situations
- Maintain accurate ticket updates and internal notes
- Identify trends, recurring issues, and process improvement opportunities
- Collaborate with Client Success, Registration, Messaging Ops, and Product teams
- Assist clients with platform functionality and best practices
- Prioritize urgent issues while balancing ongoing ticket workload
Requirements:
- 2+ years of technical troubleshooting or technical support experience
- 2+ years working in a ticket-based support environment
- Experience managing multiple support cases simultaneously
- Experience troubleshooting software/platform-related issues
- Strong written communication skills
- Ability to explain technical concepts clearly to non-technical users
- Experience documenting troubleshooting steps thoroughly
- Ability to work independently in a remote environment
- Strong organizational skills and attention to detail
- Preferred Experience: Zendesk experience, Slack experience, HubSpot experience, Google Sheets experience, SaaS support experience, Messaging/SMS platform experience, Experience with RumbleUp platform
Benefits:
- Health, vision, dental insurance
- PTO
- 401(k)
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