Client Support Specialist

Responsibilities:
Serve as the first point of contact for installers, admins, and users requiring support in the EST and Central time zones.
Respond to support requests promptly to meet client SLAs.
Create and maintain policies, procedures, training manuals, and support-related resource materials.
Advocate for customers and define ways to contribute to the customer experience continually.
Identify trends in customer requests and product performance; share insights with Product, Engineering, and Partnerships to drive continuous improvement.
Partner with operations and support delivery teams to identify, monitor, and report trends.
Work closely with accounts on an ongoing basis to ensure success and, in turn, create referrals and case studies.
Requirements:
Remote; must be in the Eastern Time Zone.
1-3 years of experience in client support.
Demonstrated track record of improving support systems, not just handling tickets (e. g., wrote documentation, built playbooks, created self-service resources).
Intercom experience is a strong plus.
Salesforce experience is a strong plus.
SaaS experience is a plus.

Experience
1-5 yrs