Customer Support Specialist
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Job Description
Customer Support Specialist resolving tier 1 inquiries for SaaS products via phone, email and chat. Providing feedback and contributing to knowledge bases while supporting clients.
Responsibilities:
- Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
- Directly troubleshoot customer issues and resolve them by implementing attainable solutions
- Evaluate and escalate bugs to development as they come to your attention inside the product
- Provide feedback to develop support processes. Your input will ultimately add value for our customers
- Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
- Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
- Work cross-functionally with other members within the organization
Requirements:
- A bachelor’s degree or equivalent experience
- Proven ability to diagnose, troubleshoot, and resolve technical issues for SaaS products
- Ability to apply sound judgment and product knowledge to deliver timely solutions
- Fast learner with a track record of mastering new technical tools and systems
- Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support)
- Previous experience in a high-volume support/customer service role
- Analytical mindset with strong research and problem-solving skills
- Applicable technical writing skills
- The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
- The ability to multitask and prioritize trouble tickets as they come in
- Clear and concise communication skills
- A strong growth mindset and a desire to learn
- A natural puzzle solver
Benefits:
- In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add ons like HSA/FSA accounts, disability and life insurance, and more.
- In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage - giving you a flexible way to manage your healthcare needs.
- We're committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada.
- We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive.
- And when it comes to work-life balance? We offer unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 - so you can truly recharge.
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