Customer Support Specialist

Full details of the job. Vacancy Name Customer Support Specialist Vacancy ID VN3108 Location USA Texas Created Date 8/17/2026 4:09 PM Description Purpose The Customer Support Specialist will assist our customers who are having issues with the Achilles-GRMS products or services. The goal is to make sure our customers are successful in accomplishing their goals. Key Responsibilities Results & Responsibilities Service and Support Interact with clients and suppliers to enhance their experience within the platform. Build relationships with clients while fixing technical issues. Achieve SLA metrics by responding to client tickets in a timely and effective manner. Manage ticket pipeline to achieve SLAs while providing quality support to clients. Provide support through chat, email, phone, and web forms. Team Attend team meetings to discuss issues, suggestions, and improvements relating to the running of the Customer Support Team. Work within the framework of corporate standards and policies. Take part in training sessions to learn new skills, undergo coaching with experienced agents, and participate in group workshops. Work as a team to achieve SLAs. Data Quality Enter accurate and detailed information with customer information, contact log, and notes. Maintain accurate notes and comments in Zendesk from each supplier and client interaction. Ensure that information entered into Zendesk is customer facing appropriate. Required Skills Excellent communication skills to articulate instructions and provide support. Ability to multitask and work on multiple tickets at the same time. Time management skills to effectively manage a high volume of tickets in the form of chats, phone calls, emails, and web forms. Team Player mentality recognizes the importance of working collaboratively with the other members of the team for the greater good of the organization. Qualifications Qualifications Knowledge & Experience Previous Customer Support experience in a high-pressure environment is a must. Knowledge of Zendesk is a plus. Qualifications No mandatory qualifications required. Person Specification Competencies Drive & Motivation Addresses multiple demands without losing focus or energy. Increases efforts in the face of difficulties or obstacles and recovers quickly after setbacks. Remain calm and focused during stressful or challenging situations; concentrates only on things they can control or influence. Encourages others during challenging times with their positive, can-do attitude. Customer Focus Use communication styles that are appropriate to the needs and interests of customers and stakeholders. Proactively identify repeated problems or barriers to customer service and takes steps to resolve these. Ask questions to gain a clear understanding of customers' problems or complaints. Keeps customers informed of progress. Achieving Results Plans and structures own work to achieve agreed objectives. Strives to deliver within agreed deadlines. Think carefully about how to make the best use of their time. Balance quality standards with the need to meet deadlines. Supporting Colleagues Treats others with respect, fairness, and consistency. Makes time available to help others when asked. Use their skills and knowledge to make things easier for others. Think about the impact of their own work and performance on others in the team Language - Spanish is desirable Our benefits packages vary from country to country dependant but we aim to provide flexible and competitive benefits that support individual financial, physical health and mental wellbeing. Some examples include: Pension or retirement benefits Health insurance cover Paid Annual Leave / PTO Charity / Volunteering Day Family friendly policies Flexible working practices (dependent upon role and location) When you apply for a role with Achilles, we collect and process your personal data as described in out recruitment privacy notice, which you can find here . #J-18808-Ljbffr Achilles Information Limited