Support Specialist

We are seeking a dependable customer-focused and solutions-oriented Support Specialist to provide exceptional support to customers and help resolve questions technical issues and service-related concerns. The Support Specialist will serve as an important point of contact for customers while working closely with internal teams to ensure issues are resolved quickly and effectively.

This is a full-time position offering $45000$60000 per year depending on experience technical knowledge communication skills and qualifications. Candidates with strong technical-support experience industry knowledge or experience working with customer-support platforms may be considered toward the upper end of the compensation range.

The ideal candidate is patient professional highly organized and comfortable troubleshooting problems while maintaining a positive customer experience.

Key Responsibilities

• Respond to customer inquiries through email phone chat and support-ticket systems.
• Troubleshoot customer issues and provide clear accurate and timely solutions.
• Document customer interactions issues resolutions and follow-up activities.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Follow up with customers to ensure issues have been resolved satisfactorily.
• Maintain a strong understanding of company products services policies and procedures.
• Assist customers with account product billing technical or service-related questions.
• Identify recurring customer issues and communicate trends to management.
• Work with product engineering sales and operations teams to resolve customer problems.
• Create and maintain support documentation FAQs and knowledge-base articles.
• Meet established response-time resolution-time and customer-satisfaction goals.
• Maintain professionalism and empathy when handling difficult or frustrated customers.
• Help identify opportunities to improve customer-support processes and procedures.
• Perform other support and administrative duties as assigned.

Qualifications

Required

• 13 years of customer support technical support help desk or related experience.
• Excellent written and verbal communication skills.
• Strong problem-solving and troubleshooting abilities.
• Strong attention to detail and organizational skills.
• Ability to manage multiple customer requests and priorities.
• Comfortable learning new software systems and processes.
• Ability to work independently and as part of a team.
• Professional patient and customer-focused approach.

Preferred

• Experience with customer-support platforms such as Zendesk Intercom Salesforce Freshdesk or similar systems.
• Experience providing technical or product support.
• Familiarity with CRM and ticketing systems.
• Experience working in a SaaS technology e-commerce healthcare financial-services or professional-services environment.
• Basic understanding of troubleshooting software applications or web-based products.
• Experience working in a remote or distributed team.

Compensation & Benefits

The compensation for this position is $45000$60000 per year depending on experience technical capabilities customer-support experience and qualifications.

Candidates with specialized technical-support experience strong product knowledge or experience supporting complex customer environments may be considered toward the upper end of the range.

Additional benefits may include:

• Health dental and vision insurance
• Paid time off
• Paid holidays
• 401(k) or retirement plan
• Remote or hybrid work flexibility
• Professional development opportunities
• Employee assistance and wellness programs
• Performance-based bonus opportunities

How to Apply

Please submit your resume and a brief description of your customer-support experience. Candidates may be asked to complete a short customer-service or troubleshooting exercise as part of the hiring process.