Customer Support Specialist
New
Q
QwotedMedia Tech
New York, NYFull-TimeEntry
Salary50,000 - 60,000 USD per year
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Job Details
- Experience
- 1 to 3 years
- Required Skills
- SaaSTroubleshootingCustomer support
Requirements
- 1 to 3 years of experience in a customer support, customer success, or client facing role
- Experience using a help desk or support platform (Intercom experience strongly preferred)
- Excellent written communication skills, with the ability to adjust tone for different audiences
- Strong problem solving skills and sound judgment when handling ambiguous situations
- Comfortable working in a fast paced environment and managing a high volume of conversations
- Tech savvy fast learner with a track record of quickly picking up new software tools, workflows, and platform features, ideally gained in a tech or SaaS environment
- Reliable, detail oriented, and able to work independently in a remote setting
Responsibilities
- Respond to customer inquiries via Intercom live chat and email, providing fast, accurate, and friendly support
- Help reporters and media creators navigate the platform and successfully post source requests
- Guide experts and PR professionals through account setup, verification, and general platform use
- Troubleshoot technical issues and know when to escalate to the right internal team
- Verify user accounts and maintain platform trust and safety standards
- Identify patterns in support conversations and flag recurring issues or opportunities for improvement
- Maintain a helpful, professional tone across all customer touchpoints, even in tricky situations
- Assist with side projects such as auditing user reports to help maintain platform integrity
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