Support Specialist
C
CoefficientSaaS
SF Bay AreaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 4+ years
- Required Skills
- Microsoft ExcelDocumentationSaaSTroubleshootingCustomer support
Requirements
- Minimum 4+ years of SaaS customer support experience.
- Intermediate/advanced level knowledge of Google Sheets or Excel.
- Customer empathy and ability to resolve requests creatively.
- Strong written and verbal communication skills.
- Collaboration and teamwork.
- Strategic problem-solving skills.
- Excellent organization and prioritization.
- Optimism and positive attitude.
- Ability to remain calm under pressure.
- Desire to learn and grow.
Responsibilities
- Resolve a high volume of user requests through various support modalities (email, chat, messaging).
- Investigate and fulfill tier 1 & 2 support requests.
- Communicate directly with users and internal stakeholders.
- Collaborate across teams to escalate issues.
- Navigate ambiguity in one-off issues.
- Diagnose problems and propose solutions.
- Complete thorough documentation and notation on user requests.
- Provide feedback to leadership and program teams regarding processes and trends.
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