Technical Support Specialist

About the Role
As a Tech Support Specialist at Cuseum, you'll be the front line for our museum and cultural institution clients — handling their questions, troubleshooting issues, and helping them get the most out of our digital membership platform. You'll work primarily through Intercom (our CRM) to manage email and chat inquiries, meet with clients directly over Zoom to understand what they need, and collaborate closely with Sales, Customer Success, and our developers to make sure every issue reaches the right place and gets resolved.
This is a customer-support-first role with a technical backbone: strong communication, active listening, and critical thinking matter just as much as technical troubleshooting skills.
Responsibilities
Respond to customer emails and chats through Intercom, our CRM, and determine whether each conversation is a general inquiry, a request, a change, or a bug/issue that needs to be routed to the developers
Schedule and lead virtual meetings with clients over Zoom to understand what they're looking for, using active listening and clear communication to ask the right questions
Reply to and resolve tickets within SLA, keeping a detailed working log of all support activity in Intercom
Collaborate internally over Slack with Sales, Customer Success, and other teammates to make sure everyone has the context they need on a customer
Document challenging or complex tickets clearly and escalate them appropriately for further investigation and troubleshooting
Replicate customer-reported issues internally (QA), and document the steps clearly in a ticket so the developers can investigate and resolve it
Support onboarding by handling the technical aspects of customer account set-up and configuration
Address post-onboarding questions such as account creation, account maintenance, and other general troubleshooting
Assist customers with integrations between Cuseum and other platforms, and maintain a working understanding of how those integrations function
Bring a friendly, empathetic approach to every interaction, staying curious about the customer's underlying need.
Qualifications
1-4 years of experience in a customer-focused role involving technical knowledge of a company's products and services
Strong time-management skills, with the ability to set reasonable, attainable deadlines for ticket resolution
Comfortable working with a help desk/CRM tool such as Intercom and project management tools such as Jira and Confluence
Able to accept constructive criticism and customer feedback about their experience with the software
Working knowledge of major operating systems, plus hands-on experience troubleshooting Android and iOS devices, both locally and remotely
Professional written and interpersonal communication skills, essential for working with customers and clients
Able to prioritize and manage several tickets, milestones, and projects at once, with a clear sense of what's higher priority versus lower priority
Comfortable with Excel, i.e., building reports, tracking usage, and pulling data from different platforms to support both quantitative and qualitative analysis
Comfortable incorporating AI tools (such as ChatGPT, Claude, Gemini, or Copilot) into daily workflows is a plus
Industry-specific certification in relevant software or computer languages may be required.
Tools & Skills
CRM / help desk: Intercom
Project & knowledge management: Jira and Confluence (Atlassian)
Marketing/CRM data: HubSpot
Productivity: Google Workspace and Microsoft Office
Reporting: Excel (building/reading reports, pulling usage and performance data across platforms)
Meetings: Zoom
Internal communication: Slack
Mobile platforms: Android and iOS (local and remote troubleshooting)
AI tools: familiarity with ChatGPT, Claude, Gemini, or Copilot is a plus
Come be a part of our team!

Work arrangement
Yes