About the Role
Seeking a Tech Support Specialist to join our team. This role will be the first point of contact for customers, providing technical support, troubleshooting product issues, and ensuring customer satisfaction. The ideal candidate is a problem-solver with excellent communication skills and a passion for helping customers succeed with our platform.
Responsibilities and Qualifications
Key Responsibilities
Field inbound customer calls, emails, and chats related to product support and inquiries.
Diagnose and resolve Tier 1 software, billing, and integration issues.
Escalate complex issues to Product and Engineering teams with clear documentation.
Assist new customers with onboarding, product setup, and training sessions.
Contribute to the knowledge base with FAQs, product guides, and troubleshooting content.
Support customers with integrations (Zapier, Slack, Stripe, CRMs, etc.).
Capture recurring customer issues and share insights with the Product team.
Maintain an empathetic, professional, and solution-oriented communication style.
Qualifications
1–3 years of customer support or technical support experience in a SaaS or software environment.
Strong problem-solving and troubleshooting skills.
Excellent verbal and written communication skills.
Ability to learn and adapt quickly to new technologies.
Experience with ticketing systems such as Zendesk, HubSpot, or Freshdesk is a plus.
Familiarity with SaaS integrations and APIs is preferred.
Customer-first mindset with the ability to manage multiple priorities.