Customer Support Specialist

Job Description

Are you passionate about solving problems and providing exceptional customer service? Are you tech-savvy and eager to learn new software? If so, we want to speak with you.

Our client is a software-as-a-service (SaaS) company that invests in our employees' growth and development. They foster a dynamic and enjoyable work environment where your contributions truly make a difference.

As a Customer Support Specialist, you will:

1. Be the first point of contact for clients, providing Tier 1 software support via Service Desk, Email, Telephone, and Screen Share.
2. Update the CRM system with client feedback and requirements.
3. Take ownership of client issues to ensure thorough resolutions.
4. Use problem-solving skills to identify the root cause of client queries.
5. Understand the customer’s business operations and advocate for their needs.
6. Communicate with clients in non-technical terms.
7. Proactively identify and escalate unresolved issues.
8. Deliver exceptional customer service and contribute ideas for future enhancements.
9. Maintain a detailed knowledge base and troubleshooting documentation.
10. Achieve and maintain relevant KPIs and SLAs.
11. Work collaboratively with a talented team focused on solving problems and enhancing customer satisfaction.

Required Qualifications and Experience

1. Previous experience in Customer Service or Support.
2. Tech-savvy with an aptitude for learning new software.
3. Strong communication skills, with the ability to explain software in non-technical terms.
4. Resilience and patience, with excellent problem-solving abilities.
5. Strong multitasking skills.

Desirable Experience

1. Previous experience in SaaS B2B.
2. Experience using tech to provide support via Service Desk, Email, Telephone, and Screen Share.
3. Familiarity with Slack.