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Customer Support Specialist
Skills
Software As A ServiceContextCraftsCustomer SuccessEmergency ServicesEnhanced Data Rates For GSM EvolutionMicrosoft Surface
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2–4 years of experience in technical customer support product specialist QA or a customer-facing SaaS or fintech role
- Strong written communication skills with a crisp clear and professional style
- Fast learner with strong pattern recognition and documentation skills
- Comfortable with technical concepts including APIs integrations and error messages
- Skilled at translating technical details into clear documentation
- Excellent cross-functional collaboration skills with engineers product managers and customer-facing teams
- Familiarity with support and product tools such as Zendesk Intercom Pylon Linear Datadog or Retool
- Accounting or bookkeeping experience highly preferred
- Must be legally authorized to work in the U.S. or Canada without visa sponsorship
- Must be currently residing in the U.S. or Canada
Nice to have
- Accounting background
- Bookkeeping experience
- Fast learner
- Curious problem-solver
- Strong pattern recognition
- Async communication
- Technical aptitude
Day to day
- Be the first responder for customer questions across support channels and resolve technical issues quickly and professionally.
- Develop deep product expertise across features workflows edge cases integrations and billing so you can provide authoritative guidance.
- Build and maintain scalable support documentation runbooks and help articles while partnering closely with Customer Success Engineering and Product.
- Write clear reproducible bug reports test pre-release features and surface customer patterns that help improve the platform and support experience.