Customer Support Specialist
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Job Description
Customer Support Specialist responsible for providing technical support and maintaining customer satisfaction. Work involves handling customer inquiries via chat and email to resolve issues.
Responsibilities:
- Provide technical support to our customers
- Maintain high customer satisfaction while managing operational expectations
- Become a product expert and maintain a deep understanding of product functionality
- Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
- Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies.
- Identify trends in support requests to help create long-term solutions.
Requirements:
- Minimum 2 years of relevant experience as a technical support or in a similar role
- Ability to navigate comfortably in Linux, macOS, and Windows shells and operating systems
- Knowledge of PostgreSQL
- Knowledge of cloud computing platforms (Azure, AWS, etc)
- Knowledge of an Intercom or similar ticketing system
- Understanding of B2B SaaS products, IT security, and data platforms
- Ability to translate intricate technical details to simple, understandable terms
- Strong interpersonal skills and ability to work with customers & cross-functional teams.
Benefits:
- Competitive compensation
- Flexible paid time off
- Laptop reimbursement
- Ongoing training, development, and career growth opportunities
- Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
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