Customer Support Specialist
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Job Description
Customer Support Specialist providing application support for U.S. customers. Assisting with ticket resolution and documenting issues while working during U.S. business hours.
Responsibilities:
- Become highly familiar with AssetIntel applications and workflows to support effective troubleshooting, issue documentation, and escalation
- Assist with investigation and resolution of customer support tickets under guidance from U.S.-based team members
- Contact users as needed to gather and document issue details, including clear steps to reproduce and supporting evidence, to support investigation and escalation by the U.S.-based team
- Check new tickets against known issues and documented resolutions to reduce duplicate investigation
- Escalate complex or domain-specific issues to U.S. support leads, track ticket status, and follow up to ensure timely resolution
- Provide timely responses to customer inquiries during U.S. business hours
- Assist in maintaining internal documentation and knowledge base articles
- Document common issues, investigation steps, and resolutions for internal use
- Support process improvements by identifying repeat issues and patterns
Requirements:
- Strong written and verbal English communication skills
- Experience in customer support, technical support, or data-oriented roles
- Comfort working with structured data (Excel, CSV, PDFs)
- Strong attention to detail and ability to follow defined processes
- Experience supporting SaaS or enterprise software products (preferred)
- Familiarity with Zendesk or similar ticketing systems (preferred)
- Experience supporting U.S.-based customers or distributed teams (preferred)
Benefits:
- Clear role boundaries and structured collaboration with U.S. teams
- Opportunity to build technical and domain exposure over time
- Remote role with stable, long-term engagement
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