Senior Customer Support Specialist

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Requirements:

• You have at least 3 to 5 years of experience in Customer Support or a similar role.
• Strong technical acumen, with the ability to troubleshoot and resolve complex software issues.
• Experience with GitLab and/or Zendesk is a plus.
• You have clear communication skills, both written and verbal.
• Experience in SaaS is a plus.
• Bonus asset: Fluency in a second language.

Responsibilities:

• Speak directly with customers via email and phone to help them resolve their needs.
• Collaborate closely with our Project Management team to resolve customer challenges.
• Work within GitLab to log all customer requests for action.
• Leverage strong time management skills to ensure we’re getting back to our customers quickly.
• Maintain strong attention to detail to ensure nothing slips through the cracks.
• Proactively message customers with the status of their requests to keep them informed and engaged.
• Communicate internally with other departments to ensure successful customer outcomes.
• Analyze support trends to identify recurring issues and recommend improvements.
• Diagnose and investigate customer issues to deliver effective solutions.