Our Support Specialists are professionals who provide assistance, guidance, and solutions to customers or clients regarding products, services, or technical issues. They handle inquiries, troubleshoot problems, and ensure customer satisfaction through effective communication and problem-solving skills.
DUTIES AND RESPONSIBILITIES
- Maintain a thorough understanding of the product.
- Responding to customer queries in a timely and accurate way, via all communication tools used by the company Support team (Slack, Zendesk, Phone, Email, Intercom)
- Basic prioritization and SLA management of tickets.
- Follow up with customers to ensure their technical issues are resolved.
- Be able to follow instructions and escalate tickets as required.
QUALIFICATIONS
- Basic SaaS company understanding; familiarity with our industry is a plus.
- Excellent oral and written communication skills – English especially.
- Have basic troubleshooting/problem solving skills.
- Capacity to multitask – deal with multiple tickets at once based on the priority
- Flexible hours for roster, potentially including night shift and weekends.
