Support Specialist - Level 1

Job Description

Job Description

eSkill is seeking a Level 1 Support Specialist to join our evolving Customer Support team and provide responsive, accurate support to clients, candidates, and partners across email, phone, and chat.

As a frontline member of the team, you’ll help platform users navigate day-to-day questions, troubleshoot common issues, and get the most out of the eSkill platform. You’ll work closely with your Support teammates to share knowledge, solve problems, and create a consistent user experience.

This role is also an opportunity to contribute to how Support continues to grow at eSkill . As our products, customers, and support model evolve, you’ll have a voice in identifying recurring challenges, improving documentation, sharing customer insights, and helping the team develop better ways to support our customers.

You’ll build broad product knowledge while gaining exposure to more complex technical areas, including integrations, SSO, and advanced troubleshooting, creating opportunities to expand your skills and grow within the Support team.

What You'll Do

• Provide timely, professional support to clients, candidates, and partners across email, phone, and chat.
• Work collaboratively with Support teammates to troubleshoot issues, share knowledge, and determine the best path to resolution.
• Troubleshoot common technical, access, browser, and user experience issues.
• Assist with routine account administration, permissions, and customer requests.
• Guide customers through eSkill’s platform, assessments, and core product functionality.
• Maintain clear, accurate documentation of customer interactions, troubleshooting, and resolutions.
• Recognize complex or high-impact issues and collaborate with the appropriate internal teams to move them toward resolution.
• Identify recurring customer questions and challenges that can help improve support resources and processes.
• Contribute to internal and customer-facing documentation, knowledge resources, and team best practices.
• Share feedback and ideas as the team continues to refine and evolve eSkill’s support model.
• Continue building product and technical knowledge to take on increasingly complex support scenarios over time.

Requirements

• 1+ years of experience in customer support, technical support, SaaS support, or a similar customer-facing role.
• Comfortable supporting customers across multiple channels, including email, chat, and phone.
• Strong troubleshooting and problem-solving skills, particularly with browsers, web-based applications, or technical systems.
• Clear, professional, and empathetic written and verbal communication.
• A collaborative mindset and willingness to ask questions, share knowledge, and help teammates succeed.
• Curiosity and an interest in learning how products and technical systems work.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Experience with CRM or ticketing platforms, such as Salesforce, or the ability to learn new systems quickly.
• Interest in contributing ideas and feedback as processes, tools, and the Support organization continue to evolve.
• Familiarity with APIs, integrations, SSO, or authentication concepts is a plus, but not required.
• Eligible to work in the United States; visa sponsorship is not available for this position

Benefits

• 401(k) with company matching.
• An in-person role at eSkill’s downtown San Antonio headquarters.
• Health, dental, and vision insurance.
• Paid time off and company holidays.
• Opportunity to grow your customer support, product, and technical skills.