Support Specialist
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Job Description
Support Specialist I assisting customers with SaaS platform. Managing inquiries and providing effective support for a pet care technology solution.
Responsibilities:
- Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone (as applicable)
- Troubleshoot and resolve common to moderately complex product issues independently
- Provide clear, friendly, and professional communication tailored to each customer’s needs
- Meet or exceed support performance metrics including response time, resolution time, and customer satisfaction (CSAT)
- Prioritize and manage a high volume of tickets while maintaining accuracy and quality
- Document resolutions thoroughly, ensuring proper categorization and clear notes
- Identify recurring customer issues and suggest improvements to workflows, tooling, or documentation
- Create or update knowledge base articles to improve self-service and team efficiency
- Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is needed
- Support newer team members by sharing knowledge and best practices as you grow in the role
Requirements:
- 1–3+ years of experience in a customer support role, ideally in a SaaS or technology environment
- Experience supporting customers via a ticketing system and/or live chat
- Typing speed of 80 words per minute (WPM) or higher
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Ability to explain technical concepts clearly to non-technical users
- Comfort managing multiple priorities in a fast-paced environment
- Customer-first mindset with strong ownership and accountability
- Experience supporting B2B SaaS products
- Familiarity with support metrics such as CSAT, response time, and resolution time
- Experience contributing to documentation or process improvements
- Exposure to SMB, multi-location, or enterprise customers
- Experience working cross-functionally with Product, Engineering, or Customer Success teams
Benefits:
- flexible benefit plans to employees and their family members at no cost to employees
- 401(k) matching
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