What are the responsibilities and job description for the Customer Support Specialist position at Evlo AI?
About The Role
The Customer Support Specialist acts as the primary point of contact for users navigating the platform, ensuring technical issues are resolved rapidly and customer friction is minimized. This role sits at the intersection of customer experience and product operations, translating user difficulties into actionable insights for our engineering teams.
The specialist will manage complex inquiries, dive into system logs to diagnose anomalies, and guide customers through advanced workflows. Success in this role means maintaining exceptional customer satisfaction metrics while contributing to internal knowledge bases that scale the support org.
Key Responsibilities
The Customer Support Specialist acts as the primary point of contact for users navigating the platform, ensuring technical issues are resolved rapidly and customer friction is minimized. This role sits at the intersection of customer experience and product operations, translating user difficulties into actionable insights for our engineering teams.
The specialist will manage complex inquiries, dive into system logs to diagnose anomalies, and guide customers through advanced workflows. Success in this role means maintaining exceptional customer satisfaction metrics while contributing to internal knowledge bases that scale the support org.
Key Responsibilities
- Manage and resolve a high volume of technical support tickets via Zendesk, live chat, and email against strict SLA targets.
- Perform initial technical troubleshooting by analyzing browser consoles, API payloads, and internal database records to isolate customer bugs.
- Escalate unresolved product bugs and system outages to the tier-2 engineering teams with detailed steps to reproduce.
- Author, update, and organize internal documentation and external-facing Help Center articles to reduce inbound ticket volume.
- Advocate for the user by identifying recurring pain points and synthesizing weekly feedback trends for product managers.
- Maintain a consistent CSAT score of 95% or higher through empathetic, precise, and timely communication.
- 1-3 years of experience in a technical customer support or customer success role within a SaaS or fast-paced technology company.
- Proficiency with modern help-desk ticketing platforms such as Zendesk, Intercom, or Salesforce Service Cloud.
- Basic understanding of web technologies including HTML, CSS, APIs, and browser developer tools for troubleshooting.
- Demonstrated ability to communicate complex technical concepts in simple, user-friendly language.
- Strong organizational skills with a proven track record of managing competing priorities under tight deadlines.
- Bonus: Experience writing basic SQL queries or using dashboard tools like Looker, Tableau, or Amplitude.