Customer Support Consultant
Job Summary
Leading the resolution of complex customer support issues, the full-time Customer Support Consultant will manage end-to-end ticket resolution, provide Tier 2 and Tier 3 application support, and mentor team members while working remotely.
Key responsibilities
- Own end-to-end resolution of moderately to highly complex customer support tickets across the product portfolio
- Build trusted relationships with customers, providing updates and communicating resolutions as their primary support contact
- Mentor Customer Support Specialists and contribute to knowledge base articles and internal documentation
Required qualifications
- 4+ years of customer-facing technical or software support experience, preferably in a SaaS or enterprise software environment
- Working knowledge of SQL and foundational networking and security concepts
- Familiarity with cloud-hosted application environments and architecture
- Experience with support tooling like Zendesk and JIRA
- Demonstrated ability to apply AI tools to support work and mentor newer consultants
Complete Job Description
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