Customer Support Specialist

About The Role

The role serves as the critical touchpoint for technical troubleshooting, resolving complex user issues quickly and effectively while advocating for the customer experience.

The position operates within a fast-paced environment, combining technical diagnostics with clear communication to bridge the gap between users and engineering teams.

Key Responsibilities

• Resolve inbound technical support tickets across email, chat, and ticketing systems with high accuracy and empathy
• Troubleshoot software and network issues by reviewing logs, replicating bugs, and documenting findings
• Escalate critical incidents to engineering and product teams with detailed reproduction steps and impact analysis
• Maintain internal knowledge bases and external help-center documentation to drive self-service resolution
• Analyze support ticket trends to identify systemic product issues and recommend preventive fixes
• Achieve and maintain established SLAs for first-response time, resolution time, and customer satisfaction
  
  

What We Are Looking For

• 1-3 years of technical support, helpdesk, or customer success experience in a software or technology environment
• Familiarity with support ticketing platforms such as Zendesk, Intercom, or Jira Service Desk
• Basic understanding of web technologies, APIs, log analysis, and troubleshooting methodologies
• Exceptional written and verbal communication skills with the ability to explain technical concepts to non-technical users
• Demonstrated ability to manage time effectively and stay organized under high ticket volumes
• Bonus: Bachelor's degree in Computer Science, IT, or a related field, along with experience using SQL or command-line tools