Associate Customer Support Specialist
New
M
MiterConstruction Software
Remote, PST or MST (must work PST hours)Full-TimeEntry
Salary$55K - $65K; $55K – $65K • Offers Equity; Estimated Base Salary $55K – $65K • Offers Equity
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Job Details
- Experience
- 0–2 years
- Required Skills
- SaaSZendeskTroubleshootingCustomer support
Requirements
- 0–2 years in a customer-facing role (support, success, retail, hospitality, or similar).
- Must be located in or able to work PST hours.
- Proven track record of ramping quickly on a complex product or domain.
- Comfortable in a fast-paced, ticket- or queue-driven environment.
- Proficient navigating modern SaaS tools.
- Experience using a help desk or ticketing system (e.g., Pylon, Zendesk, Intercom, Front).
- Ability to follow a troubleshooting framework and use a knowledge base to diagnose issues.
- Coachable and open to receiving feedback.
- High ownership and ability to manage multiple open cases proactively.
- Empathetic and patient communication skills.
- Interest in the construction industry and operational workflows.
Responsibilities
- Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits for Miter's customer base.
- Ramp quickly on Miter's product, ticketing tools, and knowledge base, shadowing Specialists early before resolving tickets independently.
- Use troubleshooting frameworks and internal resources to diagnose issues, ask clarifying questions, and deliver clear, empathetic responses.
- Follow up proactively on tickets, loop in Specialists as needed, and ensure issues are resolved.
- Develop a product specialization and contribute to team SLAs by handling 60–70% of assigned tickets independently by month two.
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