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Customer Success Specialist
Skills
Software As A ServiceBiotechnologyContent Management SystemsDashboardsHealthcareIT EscalationSales
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1+ years of experience in customer support customer success or similar role supporting online and digital services
- Experience using Zendesk Intercom Jira or similar ticketing systems
- Experience supporting customers across email phone real time online chat Intercom Facebook Reddit and X
- Experience troubleshooting customer order and technical issues across e commerce platforms marketplaces digital subscriptions CMS environments and payment processing dashboards
- Experience using Slack Zoom and AI tools for communication collaboration and support workflows
- Experience assessing and responding to support requests feedback and complaints with triage de escalation and internal resource navigation
- Minimum 6+ months of remote work experience with weekend and night availability required
- Experience in tech support genetics healthcare biotechnology or SaaS preferred
Nice to have
- Strong written communication
- Empathy
- Attention to detail
- Multitasking
- Problem solving
- Customer focused
Day to day
- Provide responsive, high quality customer support across email phone live chat and social channels
- Troubleshoot product order billing and technical issues with accuracy empathy and urgency
- Collaborate with engineering product and sales teams to resolve complex concerns and improve customer experience
- Maintain detailed records contribute to support documentation and identify recurring feedback trends