Customer Support Specialist II
New
S
SpectoraProperty inspection SaaS
This is a remote role, open to candidates across the US., Monday - Friday: 9:00 a.m. - 6:00 p.m. MT (Mountain Time) with a one-hour lunch breakFull-TimeMiddle
SalaryBase salary is $60,000 per year + 5% annual bonus target ($3,000) = $63,000 OTE
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Job Details
- Experience
- 2+ years of customer or technical support experience in SaaS or B2B
- Required Skills
- SaaSHubSpotZendeskCustomer support
Requirements
- Have 2+ years of customer or technical support experience in SaaS or B2B.
- Bring experience with technical troubleshooting, product questions, and bug reporting; chat-based support experience is preferred.
- Diagnose software issues and determine when to resolve them independently or escalate.
- Navigate support tools across different browsers and devices.
- Manage a queue of chats, scheduled calls, and assignments effectively.
- Explain complex ideas clearly and adjust communication to the situation.
- Collaborate with teammates to support customers.
- Adapt to product updates and process changes and take initiative to stay informed.
- Experience with Intercom, Zendesk, HubSpot, Linear, Stripe, or AI tools is a plus.
- Experience in real estate, home inspection, or contracting is a plus.
Responsibilities
- Provide customer service through chat, email, and calls.
- Diagnose and resolve technical software issues through real-time troubleshooting.
- Manage 5+ concurrent chats while maintaining response times, quality, and customer satisfaction.
- Identify upsell opportunities and connect customers with solution specialists.
- Document and track bug reports, feature requests, and support issues.
- Own customer inquiries end-to-end and involve developers or senior team members when needed.
- Maintain engagement and responsiveness on Intercom and Slack.
- Handle scheduled demos and support calls, providing product guidance and technical assistance.
- Follow through on assigned tasks and participate in team meetings, Slack channels, and mentorship opportunities.
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