Customer Support Specialist

About The Role

The role serves as the front line for technical customers, resolving complex issues quickly and empathetically while feeding critical insights back to product and engineering teams.

The team handles a high volume of technical inquiries across multiple channels, turning frustrating moments into long-term user loyalty through rigorous troubleshooting and clear communication.

Key Responsibilities

• Resolve customer inquiries across ticketing systems, live chat, and video calls with speed and technical accuracy
• Troubleshoot software and hardware issues, review server logs, document reproductions, and escalate confirmed bugs to engineering
• Maintain and improve knowledge base articles, troubleshooting guides, and macro libraries for the broader support organization
• Track recurring technical bottlenecks and synthesize user feedback into actionable reports for product development
• Meet or exceed strict SLA targets for initial response time, time-to-resolution, and customer satisfaction CSAT scores
• Collaborate cross-functionally with account management and technical account leads on enterprise client escalations
  
  

What We Are Looking For

• 1-3 years of technical customer support, service, or IT helpdesk experience in a fast-paced environment
• Strong technical foundation with working knowledge of HTTP, REST APIs, database queries, and log analysis
• Exceptional written and verbal communication skills with the ability to explain complex technical concepts to non-technical users
• Proficiency with modern support stack tools such as Zendesk, Intercom, Jira, and Confluence
• Bachelor's degree in Information Technology, Computer Science, or a related technical field
• Bonus: Experience writing basic automation scripts in Python or JavaScript for support workflows