Customer Support Specialist (T1)

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

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 Apply technical writing skills in contributing to our growing knowledge bases 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