Customer Support Specialist

Job Summary

Managing a portfolio of 20 to 40 clients, the full-time remote Customer Support Specialist will provide timely and professional support by addressing inquiries, troubleshooting technical issues, and guiding users through software features during business hours aligned to 9am - 5pm PST.

Key responsibilities

• Manage incoming support requests, triage communications, and resolve issues efficiently while ensuring client satisfaction
• Research and document solutions to complex issues, collaborating with Developers and Business Analysts to deliver client-focused solutions
• Gather client feedback and communicate enhancement requests to internal teams, participating in continuous learning and knowledge sharing initiatives

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 capacity to learn new technologies quickly
• Analytical and detail-oriented with strong critical thinking and organizational skills
• Excellent interpersonal skills, with the ability to communicate effectively with clients at all levels
• Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST) to provide responsive support