Support Specialist
Job Summary
Managing a queue of 30-40 customer cases daily, the full-time remote Support Specialist will diagnose and resolve issues for specialty contractors, ensuring timely and effective communication while maintaining service level agreements.
Key responsibilities
- Investigate and resolve customer issues via email, chat, and occasional phone interactions
- Diagnose common technical problems and escalate potential bugs to the appropriate teams
- Maintain ticketing system hygiene, including status updates and trend analysis for continuous improvement
Required qualifications
- 2-4 years of experience in a high-volume customer support role, handling 25+ tickets per day
- Experience with independent technical troubleshooting in SaaS or IT environments
- Ability to manage multiple open threads simultaneously with an organized system
- Clear and adaptable written communication skills under time pressure
- Experience in construction-tech, procurement, or supply chain is a plus but not required
Complete Job Description
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