Customer Support Specialist (T1)
New
G
GranumLandscaping software
You may also work remotely across the US and Canada.Full-Time
Salary55,000 - 60,000 USD per year
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Job Details
- Required Skills
- Problem SolvingCustomer serviceResearchTroubleshooting
Requirements
- Bachelor’s degree or equivalent experience.
- Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product.
- Ability to apply sound judgment and product knowledge to deliver timely solutions.
- Ability to learn new technical tools and systems.
- Experience providing professional, responsive technical assistance to business stakeholders (B2B support).
- Previous experience in a high-volume support or customer service role.
- Strong research and problem-solving skills.
- Technical writing skills.
- Ability to multitask and prioritize incoming trouble tickets.
- Intercom ticketing system experience is a plus, but not required.
- SaaS startup experience and green industry field management knowledge are pluses, but not required.
Responsibilities
- Handle tier 1 customer inquiries by phone, email, chat, and ticketing system across products and services.
- Troubleshoot customer issues and resolve them with attainable solutions.
- Evaluate bugs and escalate them to development.
- Provide feedback to help develop support processes.
- Contribute technical writing to FAQs, the Help Center, training materials, and internal documentation.
- Take ownership of customer issues and provide thorough, thoughtful, and timely support.
- Work cross-functionally with other members of the organization.
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