Customer Support Specialist
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Job Description
Mid-level Customer Support Specialist at AssetWorks providing customer support and troubleshooting software issues. Collaborating with technical teams to ensure effective resolutions and deliver outstanding customer experiences.
Responsibilities:
- Serve as a primary point of contact for customer support inquiries via ticketing systems, email, phone and other support channels
- Deliver an exceptional, customer-first support experience rooted in empathy, clarity, and common sense
- Troubleshoot and resolve issues within a complex software environment
- Gather, organize, and communicate relevant technical details to development teams when escalation is needed
- Act as a translator between customers and technical teams to ensure clarity, context, and continuity
- Determine when issues can be resolved through support versus when escalation to engineering or development is required
- Document issues, resolutions, and learnings clearly in internal systems and knowledge bases
- Collaborate closely with a small support team and cross-functional partners to ensure smooth issue resolution
- Use AI-powered tools responsibly to improve efficiency while maintaining human judgment and nuance
Requirements:
- 3–5 years of experience in a customer support or technical support role supporting software products
- Strong understanding of customer support best practices and ticket management
- Excellent written and verbal communication skills
- Demonstrated ability to troubleshoot software issues and exercise sound judgment
- Customer-first mindset with a strong sense of empathy and accountability
- Experience working with support and business systems such as Jira, HubSpot, and Microsoft Office/365
- Comfort collaborating with technical and non-technical teams
- Practical experience using AI tools to support productivity and communication
- Preferred: Experience in the surplus, inventory, or asset management industry
- Preferred: Deeper experience with AI tools, automation, or workflow optimization
- Preferred: Experience supporting SaaS or enterprise software products
- Preferred: Location in Texas
Benefits:
- Competitive compensation
- Comprehensive benefits package
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