Customer Support Specialist

Job Summary

To support a portfolio of clients across the United States and Canada, the full-time remote Customer Support Specialist will manage inquiries, troubleshoot technical issues, and guide users through software features while ensuring timely and professional support.

Key responsibilities

• Manage incoming support requests, triage emails and calls, and resolve issues efficiently while ensuring client satisfaction
• Research and document solutions to complex issues, collaborating with Developers and Business Analysts to provide effective client-focused solutions
• Gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new software releases

Required qualifications

• 2+ years of experience in technical customer support, preferably in a startup or high-growth environment
• Proficiency with Microsoft Office, databases, and remote access tools, with a willingness to learn new technologies
• Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST)
• Strong analytical and problem-solving skills, with a client-focused approach to resolving issues
• Excellent verbal and written communication skills, with the ability to build relationships and translate technical guidance for non-technical audiences