Support Specialist

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.

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.