Customer Support Specialist

Responsibilities

• Own inbound customer communications via email and/or live chat from initial contact until resolution to ensure customers (Envoy admins and/or their employees/visitors) are supported every step of the way; phone/screen-sharing support may be required.
• Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within target SLAs.
• Develop deep knowledge of how Envoy works, including troubleshooting across software, hardware (mobile devices, iPads, printers), wireless connectivity, and software products.
• Provide closed-loop feedback to internal partners by identifying and reporting trends in customer difficulties.
• Absorb additional support tasks such as bug reporting, content development, and other team initiatives.
• Develop and document best practices in the internal knowledge base to enhance troubleshooting for the frontline team.
• Influence support processes and shape the tone of Envoy’s customer support on a distributed team.
• Participate in a teamwide Sunday on-call rotation (2 hours) every 8-12 weeks.

Requirements

• BA/BS degree or equivalent experience.
• 3+ years’ experience in a Customer Support/Experience function with hands-on technical support capacity; advanced troubleshooting experience required (not account management, trust & safety, or general customer care).
• Prior B2B experience with strong understanding of business-client relationships and enterprise solutions; experience supporting customers using Enterprise Software or SaaS.
• Experience using JIRA as an issue management platform to track and report product issues.
• Experience with Intercom, Salesforce, Zendesk, or other CRM systems.
• Ability to diagnose problems and collaborate with internal/external teams toward resolution.
• Outstanding technical communication skills; ability to explain complex challenges succinctly to technical and non-technical audiences, primarily in writing. Exceptional verbal and written skills essential.
• Strong analytical, decision-making, and problem-solving skills.
• Comfortable in a dynamic, fast-paced environment with ability to multi-task, operate with urgency, and maintain keen attention to detail.
• Ability to establish and foster critical relationships with customers and cross-functional stakeholders.
• Self-motivated with ability to work proactively and take initiative.

Nice-to-Haves

• Basic to working knowledge of SQL.
• Basic knowledge of web development technology.
• Experience working with Enterprise customers on complex technical issues.
• Knowledge and experience setting up/troubleshooting equipment like printers, network connectivity, and iPads.
• Understanding of how the internet works (DNS, HTTP, TLS, Certificates, etc.).
• Bilingual.