Customer Support Specialist
New
E
EverwaySaaS, EdTech
Remote, USAFull-TimeMiddle
SalaryCompetitive salary with bonus opportunities
Apply NowOpens the employer's application page
Job Details
- Experience
- 2+ years
- Required Skills
- SalesforceSaaSZendeskCustomer support
Requirements
- 2+ years of experience in customer support or a related role, ideally within SaaS, EdTech, or a technology-enabled environment.
- Communicates clearly and effectively with customers, including explaining technical concepts in accessible language.
- Experience supporting customers across multiple channels, including chat, phone, and email.
- Experience diagnosing and resolving technical issues and customer enquiries.
- Experience using CRM, ticketing, or customer support platforms such as Zendesk, Salesforce, or similar.
- Experience maintaining or contributing to customer-facing knowledge base content and self-service resources.
- Strong organisational skills and attention to detail when managing customer interactions and records.
- Uses AI tools to improve workflow efficiency, knowledge management, research, or issue resolution.
Responsibilities
- Provide customer support across chat, phone, and email channels, resolving issues in a timely and effective manner.
- Diagnose and resolve technical issues, guiding customers through solutions and escalating complex cases to QA and Development teams where appropriate.
- Support subscription management requests, including account updates and subscription-related enquiries.
- Respond to product questions and help customers use our products effectively to achieve their goals.
- Maintain and improve the customer knowledge base, including articles, FAQs, and self-service resources.
- Collaborate with Customer Success, Product, and other teams to share customer feedback and identify opportunities for improvement.
- Maintain accurate records of customer interactions, support requests, and resolutions.
- Identify recurring customer issues and recommend improvements to processes, documentation, or support resources.
- Meet agreed service standards and support KPIs for response quality and resolution times.
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