Customer Support Specialist

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Requirements:

• Demonstrable experience with SaaS, APIs, and/or Webservices.
• Comfortable reading XML/JSON.
• Superior analytical skills to assess situations and arrive at an appropriate solution.
• Exceptionally self-motivated, directed, and detail-oriented.
• Excellent written and verbal communication skills.
• High level of tact, diplomacy, and negotiation skills.

Responsibilities:

• Provide end-user product and technical support via telephone and email.
• Define, diagnose, and troubleshoot customer’s data and product concerns.
• Assist customers through clear communication and step-by-step solutions.
• Document all client interactions, product defects, and suggestions in CRM and trouble ticket systems.
• Provide regular follow-up and feedback to customers and stakeholders on outstanding requests.
• Follow appropriate escalation process of unresolved issues.
• Engage next level support staff as needed.
• Provide assistance, knowledge, and skill transfers to more junior leveled staff.