Customer Support Specialist
New
K
KintsugiSaaS Sales Tax
Bangladesh, India, PhilippinesContractMiddle
Salary17,000 - 20,000 USD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- ShopifyNetSuiteZendeskTechnical support
Requirements
- 2+ years in a customer support, help desk, or technical support role — SaaS experience preferred.
- Clear, empathetic written communicator who can de-escalate a frustrated customer and explain a workaround.
- Comfortable being on camera with customers and conducting live screen-share troubleshooting sessions.
- Detail-oriented and process-driven approach to documentation and following up on open issues.
- Experience working in ticketing platforms (Zendesk, Intercom, DevRev, or similar).
- Comfortable using AI assistants (e.g., Rovo, Claude, ChatGPT) as everyday productivity tools.
- Ability to remain calm under high ticket volume while maintaining quality standards.
- Familiarity with sales tax, accounting, or fintech is a plus.
Responsibilities
- Serve as the first point of contact for customer support requests via email, chat, and ticketing systems.
- Triage and resolve tier-1 issues including account setup, platform navigation, integration questions, and basic troubleshooting.
- Schedule and lead video calls with customers to diagnose issues live, screen-share through fixes, and answer questions face-to-face.
- Document issues clearly and escalate complex or recurring bugs to the L2 support or engineering team with full context.
- Maintain and improve our internal knowledge base - if you had to look something up twice, it should become an article.
- Track ticket volume, response times, and resolution rates; flag patterns that signal a product or documentation gap.
- Partner with the customer experience team to support customers in their first 90 days when setup questions arise.
- Troubleshoot integration issues across e-commerce and accounting platforms (Shopify, Stripe, QBO, NetSuite).
- Deliver interactions that earn high CSAT scores and contribute to customer advocacy efforts.
- Meet (and beat) SLA targets for response and resolution time.
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