Customer Support Specialist I

Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat Document and resolve cases within established SLAs using Salesforce and Freshdesk Provide an empathetic, solutions-focused experience for every customer interaction Send CSAT surveys after resolution, analyze trends, and share insights with the team Accurately record and communicate case details across departments Develop and maintain internal and customer-facing knowledge base articles Track and escape recurring issues to Tier 2 or management Use internal tools to manage workload, document interactions, and schedule follow-ups Stay current on process updates, products, and workflows Contribute to light project management tasks, including progress tracking and deliverable updates Participate in process improvement initiatives and internal documentation updates Meet or exceed a call answer rate of 90% and customer satisfaction score of 90% Requirements 2+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company High School Diploma or GED required Strong communication and interpersonal skills Excellent problem-solving and critical-thinking abilities Ability to manage multiple accounts and projects simultaneously Ability to thrive in a fast-paced, evolving environment with shifting priorities Technical aptitude and willingness to learn new software and systems Associate’s degree or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus Core Competencies Demonstrates expertise in customer success and account management, with a strong focus on communication, problem-solving, and process improvement. Proficient in using Salesforce and Freshdesk to manage support tickets and enhance customer satisfaction. Highest-signal resume keywords Customer Success Experience Salesforce Proficiency Freshdesk Proficiency Strong Communication Skills Problem-Solving Abilities Hard Skills Customer Support Case Documentation Knowledge Base Development Project Management Data Analysis Soft Skills Interpersonal Skills Critical Thinking Empathy Adaptability Multitasking Certifications & Qualifications High School Diploma GED Associate’s Degree Bachelor’s Degree Industry Keywords SaaS Customer Satisfaction Process Improvement Support Tickets Account Management Tools & Technologies Salesforce Freshdesk #J-18808-Ljbffr Jobtailor