Customer Support Specialist – Tier I
Employment Information
Job Description
Customer Support Specialist handling inquiries for a SaaS company, engaging customers through various channels and ensuring customer satisfaction. Working closely with technical teams to resolve issues and optimize documentation.
Responsibilities:
- Handle incoming customer inquiries from request-to-resolution in a prompt and professional manner
- Reproduce, document and escalate technical bugs to development teams
- Assist with the creation and optimization of support documentation and best practices
- Provide service through a variety of channels (tickets, chat, community posts, and more)
- Liaison between customer and internal departments with a focus on customer satisfaction
- Identify areas of weakness and product/process improvement
- Provide a high level of client service with proven problem-solving and technical troubleshooting skills
Requirements:
- Native English level - MUST
- 1-2 years in customer support roles
- Experience working within a B2B SaaS organization or higher education
- Strong written and oral communication skills and technical aptitude
- Proactive and solutions-oriented with high attention to detail
- Experience working with a CRM or ticketing system preferred
- Technical aptitude and/or basic understanding of HTML/CSS, SQL, JavaScript, API concepts a plus
- Familiarity with AWS a plus
- Ability to work autonomously in a high-paced working environment
Benefits:
- Competitive benefits
- Employer-matched retirement plans
- Flexible time off
- Supportive environment where your contributions make a difference
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