Customer Support Specialist

About The Role
The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, resolving account, billing, configuration, and workflow issues across email, chat, and phone.
The role combines clear customer communication with practical technical troubleshooting. It matters because fast, accurate support protects retention, surfaces product gaps, and helps customers get consistent value from the platform at scale.
Key Responsibilities
Resolve high-volume customer inquiries across email, chat, and phone while meeting response-time and resolution targets
Troubleshoot browser, account, authentication, permissions, integration, and API-related issues using documented diagnostic workflows
Reproduce reported defects, capture logs and steps to reproduce, and escalate actionable tickets to technical support or engineering
Manage customer cases in Zendesk, Intercom, or a comparable ticketing system with accurate categorization, prioritization, and follow-up
Guide customers through product configuration, integrations, data imports, and common workflow errors using clear, non-technical language
Identify recurring issues and share trend reports, product feedback, and escalation patterns with product and engineering teams
Create and update help-center articles, internal runbooks, macros, and troubleshooting documentation
What We Are Looking For
1-3 years of experience in customer support, technical support, service operations, or a related customer-facing role
Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
Hands-on experience with support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar tools
Working knowledge of SaaS applications, web browsers, authentication, permissions, APIs, and basic troubleshooting methods
Comfort using browser developer tools, ticket metadata, logs, and structured reproduction steps to investigate issues
Highly organized and calm under high ticket volume, with sound judgment around prioritization and escalation
Bonus: Experience with SQL, REST APIs, webhooks, SSO/SAML, CRM or payment integrations, and knowledge-base platforms

Work arrangement
Yes