Customer Support Specialist  

As a Customer Support Specialist, you will focus on providing support to the company's global customer base. You will have responsibility for handling inbound emails and occasional outbound calls. This may extend to live chat in the future. You will help to answer customer questions, troubleshoot bug reports, and solve problems. Your goal is to help ensure that customers have a great experience using the software. You'll also help to improve the company’s products and services by identifying improvement opportunities from feedback you've received from customers.

Primary Responsibilities

• Handle the front line support efforts via email, occasional outbound phone calls, social media, and eventually live chat
• Create, troubleshoot, and meticulously document Support tickets.
• Debug technical issues and escalate when needed, both for the specific issue or a pattern of issues
• Identify improvements opportunities for our products and services

Preferred Qualifications

• Possess a people-oriented, proactive, friendly can-do attitude and willingness to take on projects
• A sense of urgency and accountability that drives you to get things done on behalf of customers
• A multi-tasker who performs with grace under pressure
• Have a desire to constantly learn and develop new skills
• Used to going the extra mile for customers and the team
• A team player

• 2+ years prior experience in customer support for a technology company is an advantage
• Outstanding English language skills (written and verbal)
• Fast learner and open to new challenges
• A problem-solving mentality for working out problems independently and collaborating effectively with engineering and product teams