Customer Support Specialist

4 weeks ago


Denver, Colorado, United States Duco Full time
About the Role

Duco is a leading enterprise data automation platform empowering teams to work more efficiently and meaningfully. We're seeking a skilled Customer Support Specialist to join our team and help our clients solve complex technical issues.

This is a client-facing role, working directly with significant institutions in the financial services industry. You'll be part of a collaborative team, working closely with Engineering, Product, and commercial teams.

Key Responsibilities:

  • Register and prioritize tickets, conducting root cause analysis and providing technical support to clients
  • Communicate and coordinate issues internally and with end-users, managing customer escalations and expectations
  • Understand customer needs, including features and configuration requests
  • Conduct calls with customers to resolve issues and manage cases
  • Participate in knowledge sharing among colleagues

Requirements:

  • 2+ years of experience in customer support with technical products, preferably in SaaS
  • Practical experience querying SQL databases
  • Familiarity with JIRA and Confluence
  • Experience working directly with external customers via email, phone, or video
  • Superb communication and interpersonal skills

What We Offer:

  • An annual base salary between $60,000 - $80,000 per year based on experience and qualifications
  • Success Share or Commission bonus payments
  • Healthcare insurance or Flexible Spending Accounts (FSA)
  • 401(k) Retirement Plan
  • Unlimited annual holiday
  • Enhanced family leave
  • Employee Assistance Programme
  • Commuter benefit
  • 4 Volunteering days off
  • Flexible working policy
  • Home working allowance
  • Opportunity to work abroad for up to 6 weeks per year
  • Personal learning and development opportunities
  • Referral bonus
  • Spot Rewards
  • Employee of the Month and Employee of the Year awards
  • Pressure-off Fridays


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