Customer Support Specialist

Customer Support Specialist

At Every Word Code, we understand that precision and efficiency are the foundation of successful logistics. Headquartered in Cleveland, OH, our mission is to streamline operations through dependable service, a dedicated team, and a commitment to growth. We value integrity, hard work, and continuous improvementensuring every package, every detail, and every task is handled with care and purpose.

Job Description

We are seeking a Customer Support Specialist to join our growing team in Cleveland. The ideal candidate will be responsible for addressing client inquiries, troubleshooting product issues, and ensuring a high level of customer satisfaction. You will serve as the first point of contact for our customers and play a vital role in maintaining strong relationships and delivering service excellence.

Responsibilities

• Respond to customer inquiries via phone, email, and ticketing system in a timely and professional manner
• Troubleshoot software-related issues and provide accurate, step-by-step guidance
• Document customer interactions and technical issues for internal use
• Collaborate with other departments (engineering, sales, QA) to resolve complex cases
• Maintain a deep understanding of company products and services
• Assist with onboarding new users and guiding them through product features
• Monitor recurring issues and suggest improvements to the support process

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred
• Minimum of 12 years of experience in a customer support or technical support role
• Strong problem-solving skills and attention to detail
• Excellent verbal and written communication skills
• Proficiency in using support software, CRMs, and Microsoft Office Suite
• Ability to manage multiple tasks and remain calm under pressure
• A customer-first mindset with a desire to go above and beyond

Additional Information

Benefits

Competitive salary: $56,000 $61,000 per year

Opportunities for internal promotion and professional development

Paid training and continuous skills development

Comprehensive health, dental, and vision insurance

401(k) with company match

Paid holidays and vacation time

Collaborative, respectful team environment