Associate Customer Support Specialist
New
M
MiterConstruction Software
RemoteFull-TimeEntry
Salary$55K - $65K; $55K – $65K • Offers Equity; Estimated Base Salary $55K – $65K • Offers Equity
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Job Details
- Experience
- 0–2 years
- Required Skills
- TroubleshootingCustomer supportSaaSZendesk
Requirements
- 0–2 years in a customer-facing role such as support, success, retail, or hospitality.
- Track record of ramping quickly on a complex product or domain.
- Proficiency navigating modern SaaS tools.
- Experience using a help desk or ticketing system such as Pylon, Zendesk, Intercom, or Front.
- Ability to follow a troubleshooting framework and use a knowledge base to diagnose issues independently.
- Capacity to manage multiple open cases in a fast-paced environment.
- Coachable with a willingness to take feedback and ask for help.
- High sense of ownership and proactive follow-through.
- Empathetic and patient communication skills.
- Interest in the construction industry and understanding the operational reality of customers.
Responsibilities
- Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits for Miter's customer base.
- Ramp quickly on Miter's product, ticketing tools, and knowledge base.
- Use troubleshooting frameworks and internal resources to diagnose issues, ask the right clarifying questions, and deliver clear, empathetic responses.
- Follow up proactively on tickets and loop in Specialists when necessary.
- Develop a product specialization over time, contributing to team SLAs and handling 60–70% of assigned tickets without escalation by month two.
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