Customer Support Specialist

Job Summary

As a full-time remote Customer Support Specialist, the candidate will investigate technical issues, communicate findings to clients, and ensure timely resolution of support tickets while working collaboratively with engineering and product teams.

Key responsibilities

• Triage and investigate incoming support tickets, documenting root causes and findings
• Communicate effectively with clients throughout the ticket lifecycle, providing clear updates and setting expectations
• Monitor support queues for SLA compliance and identify patterns that indicate systemic issues

Required qualifications

• 3+ years of experience in technical customer support or a client-facing technical role in B2B SaaS
• Proficiency in Zendesk and Jira for managing support tickets and reporting bugs
• Intermediate SQL skills for querying databases and validating reported issues
• Experience with front-end HTML and JavaScript, as well as debugging media platform integrations
• Strong written communication skills in English for client and internal updates