Customer Support & Enablement Specialist
New
M
MedScoutB2B SaaS / MedTech
US RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1–3 years in customer support, support ops, or technical support
- Required Skills
- SaaSZendeskTroubleshootingTechnical supportCustomer support
Requirements
- 1–3 years of professional experience in customer support, support ops, or technical support, ideally at a B2B SaaS company.
- Hands-on experience configuring and administering support platforms such as Intercom or Zendesk.
- Proven ability to set up and manage help centers, macros, workflows, and automation.
- Proficiency in turning complex bug reports into clear, reproducible technical tickets.
- Ability to explain technical fixes to non-technical users.
- Experience building repeatable systems, documentation, and FAQs to improve support efficiency.
- Ability to rapidly learn new software tools and platforms.
- Strong organizational skills and ability to manage a ticket queue independently.
Responsibilities
- Manage Intercom Livechat to address inbound product navigation and usage questions.
- Provision and manage user accounts and permissions, including sales territory assignments.
- Triage inbound issues and escalate technical bugs to engineering or customer success with clear repro steps.
- Investigate and resolve billing or invoicing discrepancies in partnership with finance.
- Configure and expand Intercom usage beyond live chat to include help centers, workflows, and resolution bots.
- Build a comprehensive knowledge base to facilitate customer self-service.
- Deliver training sessions for new or stuck users.
- Collaborate with product marketing to develop customer-facing content.
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