Support Specialist
Provides high-volume SaaS customer support across email, chat, and messaging, resolving Tier 1 and Tier 2 issues and escalating complex problems. Requires 4+ years of experience, strong communication, spreadsheet proficiency, and flexibility for varied shifts.
About the job
Responsibilities
- Resolve a high volume of user requests through inbound and outbound email, chat, and messaging.
- Investigate and fulfill Tier 1 and Tier 2 support requests while communicating with users and internal stakeholders.
- Collaborate across teams to escalate issues as necessary.
- Navigate ambiguous, one-off issues to deliver exceptional outcomes.
- Diagnose problems and propose short- and long-term solutions.
- Thoroughly document user requests and provide feedback to leadership and program teams about processes and trends.
- Communicate clearly in writing and verbally, adapting tone and pace to meet customer expectations.
Requirements
- 4+ years of SaaS customer support experience.
- Intermediate or advanced knowledge of Google Sheets or Excel.
- Customer empathy and the ability to resolve support requests thoughtfully and creatively.
- Strong written and verbal communication skills.
- Collaborative approach and ability to contribute to a supportive team environment.
- Strategic problem-solving and ability to use multiple resources to inform decisions.
- Excellent organization and prioritization skills.
- Ability to remain calm under pressure and troubleshoot time-sensitive issues.
- Motivation to learn, grow, and receive feedback.
- Flexibility to cover evening, weekend, and holiday shifts as needed.
Nice to Have
- Experience with Zendesk, SQL, Salesforce, or HubSpot.
- Bachelor's degree in Business, Communications, English, or Journalism.
- Support experience in a high-volume environment, including technical support or SaaS.
Compensation and Benefits
- Competitive, market-based salary.
- Medical benefit stipend.
- Paid time off.
- Company-provided computer.
- Professional development stipend.
Skills
Google Sheets, Excel, Zendesk, SQL, Salesforce, HubSpot, SaaS, Email Support, Chat Support, Technical Support
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