Customer Support Specialist
New
Fully remote, 9-6 ESTFull-TimeMiddle
Salary$31.25 per hour + 10% bonus of your annual base compensation
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Job Details
- Experience
- 2-4+ years
- Required Skills
- ReportingTroubleshootingTechnical supportData managementSaaS
Requirements
- 2-4+ years of customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment
- Previous experience supporting a complex technical platform managing data, reporting, user permissions, scheduling, payments, or inventory
- Well-versed in incident response at the Tier 1 Support level
- Ability to work Monday-Friday, 9-6 EST with occasional holiday/extended coverage
- High emotional intelligence with exceptional verbal and written communication skills
- Demonstrated ability to solve problems under pressure with a solutions-oriented mindset
- Strong attention to detail and ability to maintain brand values in every interaction
Responsibilities
- Own complex T1 tickets via live chat, email, text, phone, and screen-sharing
- Scope, troubleshoot, and resolve technical issues with ownership and empathy
- Communicate technical information clearly to customers with varying technical acumen
- De-escalate complex interactions and escalate to appropriate channels as needed
- Contribute to knowledge base, SOPs, and macros with manager oversight
- Identify trends, churn risks, and upsell opportunities to provide customer insights
- Collaborate with internal teams including Finance, Engineering, and Product
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