What are the responsibilities and job description for the Customer Support Specialist position at Teramind?
Your day-to-day
Provide technical support and troubleshooting to customers
Triage complex customer service issues received through various customer service channels
Maintain high customer satisfaction while managing operational expectations
Become a product expert and maintain a deep understanding of product functionality
Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
Identify trends in support requests to help create long-term solutions
Requirements
Minimum 2 years of relevant experience as a technical support or in a similar role
Ability to navigate comfortably in Linux, macOS, and Windows shells and operating systems
Knowledge of PostgreSQL
Knowledge of cloud computing platforms (Azure, AWS, etc)
Knowledge of an Intercom or similar ticketing system
Understanding of B2B SaaS products, IT security, and data platforms
Ability to translate intricate technical details to simple, understandable terms
Strong interpersonal skills and ability to work with customers & cross-functional teams.
Teramind may utilize automated tools, including artificial intelligence–enabled systems, to assist in the preliminary review, screening, and organization of employment applications. Such tools are used solely to support the hiring processes and do not independently make hiring or employment decisions. Teramind personnel retain ultimate authority and discretion over all hiring decisions. By submitting an application, you expressly acknowledge and consent to Teramind’s use of such tools in connection with your application. You may request review of their application by a human reviewer or opt out of automated screening at any time by contacting Teramind at hr@teramind.co.