Customer Support Specialist

Job Summary
We are seeking a dynamic and enthusiastic Customer Support Specialist to join our team! The Customer Support Specialist (CSS) serves as the central coordination point for client support tickets within the organization. This role manages incoming support tickets submitted through the Helpdesk system and ensures each request is properly routed, tracked, and resolved.

The CSS owns the lifecycle of support tickets from intake through final resolution. This includes coordinating with internal departments, communicating with clients, ensuring accountability across teams, and proactively managing ticket progress until completion.

This role requires strong organization, clear communication, and the ability to manage multiple issues simultaneously in a fast‑paced operational environment.

Core Responsibilities

Ticket Intake & Ownership

· Monitor incoming support tickets through the Helpdesk system.

· Review requests for completeness, urgency, and accuracy.

· Ensure proper documentation, categorization, and tracking of tickets.

· Take ownership of tickets from initial intake through final resolution.

Internal Coordination

· Route tickets to the appropriate internal department or subject matter expert.

· Coordinate with internal teams to ensure progress on open tickets.

· Follow up with departments to maintain accountability and ensure timelines are met.

· Escalate issues when necessary to prevent delays in resolution.

Client Communication

· Provide professional and timely communication with clients regarding support requests.

· Deliver status updates, clarification requests, and final resolution confirmations.

· Serve as the consistent point of contact for clients during the lifecycle of their request.

Ticket Tracking & Resolution

· Maintain visibility into all open tickets and their current status.

· Ensure all tickets contain accurate notes, updates, and resolution documentation.

· Confirm issues are fully resolved before closing tickets.

Escalation & Accountability

· CSS team members escalate technical questions or routing challenges to Professional Services leadership.

· Internal teams assigned to tickets remain responsible for technical resolution.

· CSS ensures accountability through follow‑up, communication, and tracking.

· Leadership escalation occurs when progress stalls or cross‑department coordination is required.

Qualifications

· 1 years experience in customer support, helpdesk coordination, or customer service operations.

· Strong organizational and time‑management skills.

· Excellent written and verbal communication abilities.

· Ability to manage multiple priorities in a fast‑paced environment.

· Strong attention to detail and problem‑solving skills.

· Experience using ticketing or helpdesk systems preferred.

Preferred Experience

· Experience working in a production, fintech, technology, or service‑based organization.

· Experience coordinating work across multiple internal departments.

Key Skills

· Customer communication

· Cross‑functional coordination

· Ticket lifecycle management

· Problem solving

· Process organization

· Accountability and follow‑through

Pay: From $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person

Salary : $19