Automation Support Specialist
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Job Summary
Owning the support function, the full-time remote Automation Support Specialist will manage the inbox, phone line, and chat queue while diagnosing issues, writing support articles, and improving support processes.
Key responsibilities
- Manage support channels by promptly acknowledging inquiries and ensuring all tickets are addressed
- Diagnose billing issues by tracing charges and verifying data accuracy, escalating to engineering when necessary
- Write and maintain support articles for recurring issues to enhance the knowledge base and improve response times
Required qualifications
- 2+ years of experience supporting a software product, preferably in a B2B environment
- Strong communication skills to explain complex issues clearly to clients
- Proficiency with data and systems, including spreadsheets and API responses
- Demonstrated ownership instinct with a proactive approach to improving processes
- Ability to work independently in a small team without direct supervision
Complete Job Description
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