What are the responsibilities and job description for the Customer Support Specialist position at Evlo AI?
About The Role
The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, resolving account, billing, configuration, and workflow issues across email, chat, and phone.
The role combines clear customer communication with practical technical troubleshooting. It matters because fast, accurate support protects retention, surfaces product gaps, and helps customers get consistent value from the platform at scale.
Key Responsibilities
The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, resolving account, billing, configuration, and workflow issues across email, chat, and phone.
The role combines clear customer communication with practical technical troubleshooting. It matters because fast, accurate support protects retention, surfaces product gaps, and helps customers get consistent value from the platform at scale.
Key Responsibilities
- Resolve high-volume customer inquiries across email, chat, and phone while meeting response-time and resolution targets
- Troubleshoot browser, account, authentication, permissions, integration, and API-related issues using documented diagnostic workflows
- Reproduce reported defects, capture logs and steps to reproduce, and escalate actionable tickets to technical support or engineering
- Manage customer cases in Zendesk, Intercom, or a comparable ticketing system with accurate categorization, prioritization, and follow-up
- Guide customers through product configuration, integrations, data imports, and common workflow errors using clear, non-technical language
- Identify recurring issues and share trend reports, product feedback, and escalation patterns with product and engineering teams
- Create and update help-center articles, internal runbooks, macros, and troubleshooting documentation
- 1-3 years of experience in customer support, technical support, service operations, or a related customer-facing role
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
- Hands-on experience with support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar tools
- Working knowledge of SaaS applications, web browsers, authentication, permissions, APIs, and basic troubleshooting methods
- Comfort using browser developer tools, ticket metadata, logs, and structured reproduction steps to investigate issues
- Highly organized and calm under high ticket volume, with sound judgment around prioritization and escalation
- Bonus: Experience with SQL, REST APIs, webhooks, SSO/SAML, CRM or payment integrations, and knowledge-base platforms