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Customer Support Specialist
Skills
Software As A ServiceTrainingCustomer ExperienceCustomer SuccessEasily AdaptableFraud InvestigationsKnowledge Base
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1–3 years of experience in customer support customer success or client services at a SaaS or technology company
- Strong written and verbal communication skills
- Ability to explain technical concepts clearly to non-technical users
- Experience using support tools such as Intercom Front Zendesk or similar platforms
- Comfort conducting live customer-facing calls demos and troubleshooting sessions
- Strong ownership and follow-through
- Curiosity and continuous improvement mindset
- Flexibility to work occasional weekends
Nice to have
- Customer obsession
- Ownership mindset
- Curiosity
- Adaptability
- High urgency
- Detail oriented
Day to day
- Own inbound customer support requests and resolve issues with speed and precision
- Troubleshoot product questions and technical issues and escalate when needed
- Write and maintain help content and build internal and external knowledge bases
- Conduct live demos and troubleshooting sessions with customers in real time
- Partner with Customer Success Managers to flag at-risk accounts and recurring pain points