Customer Support Specialist
Skills
APISoftware As A ServiceApplicant Tracking SystemsCustomer Relationship ManagementCustomer SuccessImport ExportImport Operations
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Customer Success or Support experience in the SaaS startup space
- Experience working in a customer support capacity
- Excellent written and verbal communication skills
- Ability to simplify and translate complex ideas for different audiences
- Strong listening and problem solving skills
- Ability to manage multiple ongoing priorities and live projects
- Experience working cross-functionally with distributed remote teams
- Driven proactive approach and willingness to learn
Nice to have
- Integrations troubleshooting
- Recruitment technology experience
- Recruiting background
- Strong presentation skills
- Technical acumen
Day to day
- Own inbound support conversations in Intercom from first response through resolution and follow-up
- Diagnose and troubleshoot technical issues including integrations sync problems and data discrepancies
- Communicate clearly with customers across chat email phone and video while setting expectations and providing timely updates
- Work cross-functionally with Product and Engineering to escalate issues validate fixes and improve the product
- Identify recurring themes and customer pain points create support content and improve troubleshooting processes