Customer Support Specialist - Policy
New
Remote work flexibility within the United States.Full-TimeMiddle
Salary49,920 USD per year
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Job Details
- Experience
- Minimum 2+ years of experience in SaaS, software, or technical customer support roles.
- Required Skills
- SalesforceJiraTroubleshootingTechnical supportCRMCustomer SuccessSaaS
Requirements
- Minimum 2+ years of experience in SaaS, software, or technical customer support roles.
- At least 1 year of experience using Salesforce or similar CRM systems.
- Strong verbal and written communication skills with a focus on clear, empathetic customer interaction.
- Proven ability to troubleshoot technical issues and guide users through step-by-step solutions.
- Comfortable managing high volumes of inbound requests while maintaining quality and accuracy.
- Strong teamwork mindset with a desire to grow within a mission-driven organization.
- High school diploma or GED required.
- Prior exposure to content management or public safety-related environments is a plus.
Responsibilities
- Provide responsive customer support to first responder clients through phone, email, and chat, resolving technical and administrative inquiries.
- Troubleshoot platform issues, guide users through resolution steps, and ensure timely case closure.
- Document all customer interactions and case details accurately within CRM systems such as Salesforce.
- Monitor and track support tickets, including escalation and bug reporting through tools like Jira.
- Collaborate with internal product, engineering, and customer success teams to resolve issues and improve user experience.
- Analyze recurring issues and contribute insights to improve platform performance and reduce future incidents.
- Participate in product training sessions and updates to continuously expand knowledge of solutions and features.
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