Support Specialist
Provides written application and technical support to customers, answers product questions, handles support tickets, and collaborates with product and engineering teams. Requires two years of customer or technical support experience, strong English communication, and a four-year degree.
About the job
Responsibilities
- Answer customer questions about general product features and behaviors.
- Handle common technical tasks and activities according to specifications.
- Gather clear requirements for every support ticket, particularly escalation tickets.
- Collaborate cross-functionally with product and engineering teams.
- Respond to workload with operational rigor, timely communication, and consistent follow-through.
- Drive customer product adoption through best-in-class support and established SOPs and methodologies.
- Develop knowledge of products and data to promote customer learning and self-help.
- Identify process improvements and share them with internal stakeholders.
Requirements
- 2 years of experience in a customer or technical support role.
- Experience with Service Cloud or a similar platform, preferably along with Gainsight and Jira.
- Clear written and verbal communication skills in English.
- Technical knowledge of Google Suite and basic configuration structures.
- Four-year university degree; STEM degrees preferred.
- Positive attitude toward work and life.
Nice-to-Haves
- Understanding of the healthcare industry and prior healthcare support experience.
- SQL knowledge.
- Understanding of the software company lifecycle.
Work Arrangement
- Hybrid work model.
Skills
Service Cloud, Gainsight, Jira, Google Workspace, SQL, Technical Support, Customer Support, Application Support
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