Customer Service Specialist - Las Vegas / Reno, NV

Overview

Are you passionate about solving complex problems and driving continuous improvement? As a Customer Service Specialist – Problem Management, you'll focus on identifying the root causes of recurring customer and product issues to improve service quality and reduce repeat incidents. Working closely with Customer Support, Product, Engineering, and other cross-functional teams, you'll analyze trends, recommend long-term solutions, and help strengthen the overall customer experience.

This role is ideal for someone who enjoys digging into data, identifying patterns, and solving problems at their source rather than simply addressing individual incidents.

This position offers multiple schedule options to support business needs, including Monday–Friday, Tuesday–Saturday, or Sunday–Thursday shifts. Typical working hours range from 7:00 AM–4:00 PM, 8:00 AM–5:00 PM, or 9:00 AM–6:00 PM, depending on the assigned schedule.

We are only considering candidates who currently reside in the Las Vegas or Reno, Nevada metropolitan areas.

What You'll Do

• Perform root cause analysis on recurring customer issues and product defects to identify long-term solutions.
• Analyze incident and support trends to identify opportunities for process improvements and incident reduction.
• Partner with Customer Support, Product, Engineering, and other cross-functional teams to resolve systemic issues.
• Track recurring incidents and document findings, corrective actions, and preventative recommendations.
• Create and maintain knowledge base articles, troubleshooting documentation, and process documentation.
• Support Problem Management initiatives that improve product stability and customer satisfaction.
• Monitor the effectiveness of implemented solutions and recommend additional improvements when needed.
• Ensure customer information is handled securely while adhering to company policies and regulatory requirements.
• Contribute to continuous improvement initiatives and special projects as assigned.

What We're Looking For

• High school diploma required; bachelor's degree preferred.
• 2+ years of experience in technical support, customer support, help desk, Incident Management, Problem Management, or a similar technical environment.
• Strong analytical, troubleshooting, and critical thinking skills.
• Experience performing root cause analysis and identifying recurring trends is preferred.
• Strong communication skills with the ability to present findings and collaborate across multiple teams.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Ability to prioritize multiple projects while maintaining exceptional attention to detail.
• Comfortable working independently while collaborating with cross-functional teams.
• Experience with continuous improvement methodologies or process improvement initiatives is a plus.

Keys to Success

• Think beyond resolving individual issues by identifying opportunities to prevent future incidents.
• Use data and analysis to drive informed recommendations and long-term improvements.
• Communicate findings clearly and collaborate effectively across technical and business teams.
• Stay organized while managing multiple investigations and priorities.
• Demonstrate curiosity, accountability, and a continuous improvement mindset.
• Maintain accuracy, confidentiality, and compliance in all work.
• Adapt quickly to changing priorities while maintaining a positive attitude.

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