Customer Support Specialist

Job Summary

A company is looking for a Customer Support Representative to assist users with inquiries and technical questions.

Key Responsibilities

• Manage a support queue and respond to customer emails with empathy and troubleshooting
• Educate users on the product and resolve tier 1 issues while escalating complex cases as needed
• Maintain and update the knowledge base, identifying trends and advocating for customer needs

Required Qualifications

• 1+ years of experience in technical support for a SaaS product, preferably via email or chat
• Experience working with macOS, iOS, and Windows
• High-speed, reliable Internet connection
• A positive attitude with a willingness to learn and solve problems
• Ability to meet and exceed KPIs for response times and customer satisfaction