Support Specialist
Remote
Job Summary
Respond to customer questions and support requests via email, chat, phone, or other channels while troubleshooting product and technical issues. Investigate problems by gathering relevant information, reproducing issues, and identifying causes before guiding customers through solutions. Document interactions, troubleshooting steps, and resolutions accurately in the support system, then escalate complex or unresolved technical issues to internal teams. Follow up with customers to ensure proper resolution and identify recurring issues to communicate trends or feedback to Product, Engineering, and Customer Success. Stay current with product updates and contribute to improving support processes and knowledge base articles.
Required Qualifications
- 2+ years of experience in customer support, technical support, SaaS support, or a similar customer-facing role
- Experience supporting customers using web-based software or SaaS products
- Strong troubleshooting and problem-solving skills
- Comfortable investigating technical issues and learning new software quickly
- Excellent written and verbal English communication skills
- Able to explain technical concepts in a simple and customer-friendly way
- Strong attention to detail and ability to manage multiple support requests
- Customer-focused, patient, and professional, especially when handling frustrated customers
- Comfortable working independently in a remote environment
- Strong documentation and organizational skills
- Willingness to collaborate with technical and non-technical teams
Desired Qualifications
- Experience supporting B2B SaaS products
- Experience with help desk or ticketing platforms
- Familiarity with CRM, customer engagement, scheduling, communications, or business management software
- Experience troubleshooting integrations or third-party software
- Basic understanding of APIs, web applications, or system integrations
- Experience working with U.S.-based customers
- Experience in a fast-paced technology or software company
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