Customer Support Specialist
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About The Role
The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, resolving account, configuration, billing, and product-usage issues across email, chat, and phone. The role combines clear customer communication with practical technical troubleshooting. The specialist will diagnose issues using browser tools, logs, API documentation, and internal knowledge bases, then work with engineering and product teams when deeper investigation is required.
Key Responsibilities
- Resolve customer issues across email, chat, and phone while meeting response-time, resolution, and customer-satisfaction targets
- Troubleshoot authentication, permissions, integrations, browser behavior, API requests, and basic network or configuration issues
- Reproduce reported bugs, capture relevant logs and steps, and create actionable engineering escalations in Jira or a similar ticketing system
- Manage and prioritize a high-volume queue in Zendesk, Intercom, or a comparable customer-support platform
- Guide customers through product workflows using screen sharing, written instructions, and knowledge-base resources
- Identify recurring issues, analyze ticket trends, and share structured feedback with product, engineering, and operations teams
- Create and update help-center articles, internal runbooks, macros, and troubleshooting documentation What We Are Looking For
- 1-3 years of experience in customer support, technical support, SaaS operations, or a related customer-facing role
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical customers
- Working knowledge of web applications, HTTP requests, browser developer tools, REST APIs, authentication concepts, and common SaaS integrations
- Hands-on experience with support and collaboration tools such as Zendesk, Intercom, Salesforce, Jira, Slack, or similar platforms
- Ability to prioritize multiple customer issues, maintain accurate documentation, and remain composed in a high-volume environment
- Associate or bachelor’s degree in information technology, computer science, communications, business, or a related field; equivalent experience considered
- Bonus: Experience with SQL, JSON, webhooks, SSO/SAML, API testing tools such as Postman, or supporting developer-focused products
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