Customer Support Specialist

Job Summary

Providing remote customer support, the full-time Customer Support Specialist will assist customers via chat, phone, and email, troubleshoot technical issues, and maintain the knowledge base to enhance the overall support experience.

Key responsibilities

• Provide customer support across chat, phone, and email channels, resolving issues in a timely and effective manner
• Diagnose and resolve technical issues, guiding customers through solutions and escalating complex cases as needed
• Maintain and improve the customer knowledge base, including articles, FAQs, and self-service resources

Required qualifications

• 2+ years of experience in customer support or a related role, ideally within SaaS, EdTech, or a technology-enabled environment
• Experience supporting customers across multiple channels, including chat, phone, and email
• Experience diagnosing and resolving technical issues and customer enquiries
• Experience using CRM, ticketing, or customer support platforms such as Zendesk or Salesforce
• Experience maintaining or contributing to customer-facing knowledge base content and self-service resources