# Associate Customer Support Specialist

**Company:** [Miter](https://hotfix.jobs/companies/miter)
**Location:** Remote
**Role:** Customer Support
**Salary:** $55k – $65k/yr
**Experience:** 0+ years
**Skills:** Payroll, taxes, human resources, Benefits Administration, SaaS, pylon, Zendesk, Intercom, front, ticket troubleshooting, knowledge bases
**Posted:** 2026-08-12

> Provides Tier 1 customer support across payroll, taxes, HR, and benefits, resolving tickets with empathy and strong follow-through. The role suits an early-career candidate who learns complex SaaS products quickly and can manage a fast-paced support queue.

## Job Description

## Responsibilities
- Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits.
- Ramp quickly on the product, ticketing tools, and knowledge base, then resolve tickets independently within weeks.
- Use troubleshooting frameworks and internal resources to diagnose issues, ask clarifying questions, and deliver clear, empathetic responses.
- Follow up proactively, involve Specialists when needed, and ensure tickets are fully resolved.
- Develop a product specialization over time.
- Contribute to team SLAs and handle 60–70% of assigned tickets without escalation by month two.

## Requirements
- 0–2 years in a customer-facing role such as support, customer success, retail, or hospitality; non-traditional backgrounds are welcome.
- Demonstrated ability to ramp quickly on a complex product or domain.
- Comfortable in a fast-paced, ticket- or queue-driven environment while managing multiple open cases.
- Proficient with modern SaaS tools and able to learn new products deeply.
- Comfortable using a help desk or ticketing system such as Pylon, Zendesk, Intercom, Front, or similar.
- Able to follow troubleshooting frameworks and use a knowledge base to diagnose issues independently.
- Coachable, receptive to feedback, and willing to ask for help.
- Demonstrates high ownership and proactive follow-through.
- Empathetic and patient with customers under time pressure.
- Curious about the construction industry and customers’ operational realities.

## Compensation and Benefits
- Competitive salary, commission, and equity packages.
- Medical, dental, FSA, and vision plans.
- Company-matched 401(k) contributions.
- Flexible paid time off.
- 16 weeks of paid parental leave for all parents, including adoptive and foster parents.
- Annual educational allowance for professional development.
- Snacks, coffee, lunch, and commuter benefits for in-office employees.
- Company-wide and team-specific off-sites.
- Travel several times a year for onboarding and company off-sites.

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**Apply:** https://hotfix.jobs/jobs/27b78dda-6446-4a2b-9a23-7af91336561b
**Canonical:** https://hotfix.jobs/jobs/27b78dda-6446-4a2b-9a23-7af91336561b