Customer Support Specialist I
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Job Description
Customer Support Specialist supporting U.S. SaaS customers across email, chat, phone, and ticketing channels. Troubleshooting platform issues and guiding effective product use.
Responsibilities:
- Serve as the primary point of contact for customer inquiries via mPulse Customer Community, email, chat, phone, and other channels
- Troubleshoot and resolve minor technical issues related to the platform
- Provide guidance and education to customers on effective product use
- Manage customer tickets using Salesforce and JIRA
- Escalate complex issues to Engineering, Product, or higher-level support as needed
- Partner with internal teams to communicate customer feedback and identify product and process improvement opportunities
- Maintain a deep understanding of the product and stay updated on new features and enhancements
- Meet or exceed KPIs such as first response time, turnaround time, and CSAT
- Participate in an on-call rotation
- Participate in proactive monitoring and take corrective actions according to the SOP
Requirements:
- 1–3 years of experience in customer support, preferably in a SaaS environment
- Strong technical troubleshooting skills and ability to learn new technologies quickly
- Excellent written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced, high-growth environment
- Experience with CRM and ticketing tools such as Salesforce
- Empathy, patience, and a genuine desire to help customers
- Strong problem-solving and critical thinking skills
- Experience supporting B2B SaaS products
- Familiarity with MS Excel, APIs, integrations, and basic technical concepts
- Experience writing or contributing to support documentation or help centers
- Familiarity with remote work tools such as Slack, Zoom, Teams, Confluence
Benefits:
- Remote or virtual work arrangement
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