Customer Support Operations Specialist

3 days ago


Seattle, Washington, United States Mason America Full time
About Mason America
Mason America is the device innovation platform for product leaders who dare to deliver the next innovation in their field. Our mission is to enable our customers to create smart and sustainable products that benefit humanity.

As a Customer Support Specialist, you will assist our customers with order inquiries and issues when using our products and services.

Your primary responsibilities will include resolving customer queries, updating internal systems, ensuring timely delivery of orders, and proactively addressing any technical issues that may arise.

To achieve this, you will serve as the initial point of contact for customer inquiries via tickets opened on our Zendesk Portal, diagnose and troubleshoot technical issues, aid in the RMA process, and maintain accurate records of customer interactions.

You will also be responsible for reproducing issues reported by customers in a test environment, documenting step-by-step reproduction scenarios, contributing to comprehensive support documentation, and promptly responding to customer queries via phone, email, or chat.

In addition, you will analyze and report product malfunctions, liaise between the Customer Success, Operations, and Engineering teams, update internal databases, monitor customer issues, and provide assistance proactively.

You will work closely with cross-functional teams to identify and implement process improvements and share feature requests and effective workarounds with team members.

We are seeking an experienced professional with strong analytical and problem-solving skills to join our team as a Customer Support Specialist. If you have a passion for delivering exceptional customer experiences and a proven track record of success in a similar role, we encourage you to apply.



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