Customer Support Specialist

Role Overview
You love solving problems, talking to people, and staying calm when things get busy. As a Customer Support Specialist, you’ll be the first point of contact for customers, handling Tier 1 queries and making sure every interaction leaves them feeling supported and confident.

You’ll resolve technical issues such as login and connectivity problems, guide users through software features, and make sure each case is followed through to completion. You’ll work closely with Customer Success and Product/Operations teams, translating customer needs into clear, actionable information for both technical and non-technical stakeholders. Your work will directly impact customer satisfaction, retention, and how customers experience the product every day.

Here’s a breakdown of what you’ll do (not all of it, just the important stuff)

• Handle customer support requests giving clear, timely answers to questions about products and services.

• Troubleshoot and resolve common technical issues, including SSO and login problems, basic API and integration queries, internet connectivity issues, and application errors.

• Gather and analyze information from customers to understand symptoms, identify the root cause, and propose practical solutions or next steps.

• Log and update all interactions, investigations, and outcomes in the CRM and other support tools to ensure accurate records and smooth handovers.

• Escalate high-priority or complex issues to the right internal teams and follow up to make sure customers receive a complete, satisfactory resolution.

• Keep your product and technical knowledge current, including system changes, new features, APIs, and basic SQL-related diagnostics, so you can confidently guide users.

These are the essentials you’ll need to get an interview

• 1–3 years of experience in phone-based software application support, technical support, customer service, or a call-center environment supporting end users.

• Strong experience troubleshooting software issues on Windows and at least one other major operating system.

• Practical exposure to SSO concepts, basic APIs, and running or interpreting simple SQL queries in a support or diagnostic context.

• Proven problem-solving skills with the ability to quickly understand issues, ask the right questions, and guide users to effective solutions.

• Excellent verbal and written communication skills, including the ability to explain technical topics in simple language to non-technical users.

• Comfortable working in a fast-moving environment, handling multiple conversations while staying calm, professional, and focused on the customer.

• A genuine passion for helping people and delivering outstanding customer service, even when they are stressed or under time pressure.

It would be great if you had these too, but we’ll support you if you don’t

• Experience supporting senior or executive-level users across different regions or time zones.

• Familiarity with modern CRM/ticketing systems and remote support tools used in SaaS environments.

• Exposure to SaaS products, APIs, or database concepts beyond basic troubleshooting, with an interest in deepening your technical skills.

Role Overview
You love solving problems, talking to people, and staying calm when things get busy. As a Customer Support Specialist, you’ll be the first point of contact for customers, handling Tier 1 queries and making sure every interaction leaves them feeling supported and confident.

You’ll resolve technical issues such as login and connectivity problems, guide users through software features, and make sure each case is followed through to completion. You’ll work closely with Customer Success and Product/Operations teams, translating customer needs into clear, actionable information for both technical and non-technical stakeholders. Your work will directly impact customer satisfaction, retention, and how customers experience the product every day.

Here’s a breakdown of what you’ll do (not all of it, just the important stuff)

• Handle customer support requests giving clear, timely answers to questions about products and services.

• Troubleshoot and resolve common technical issues, including SSO and login problems, basic API and integration queries, internet connectivity issues, and application errors.

• Gather and analyze information from customers to understand symptoms, identify the root cause, and propose practical solutions or next steps.

• Log and update all interactions, investigations, and outcomes in the CRM and other support tools to ensure accurate records and smooth handovers.

• Escalate high-priority or complex issues to the right internal teams and follow up to make sure customers receive a complete, satisfactory resolution.

• Keep your product and technical knowledge current, including system changes, new features, APIs, and basic SQL-related diagnostics, so you can confidently guide users.

These are the essentials you’ll need to get an interview

• 1–3 years of experience in phone-based software application support, technical support, customer service, or a call-center environment supporting end users.

• Strong experience troubleshooting software issues on Windows and at least one other major operating system.

• Practical exposure to SSO concepts, basic APIs, and running or interpreting simple SQL queries in a support or diagnostic context.

• Proven problem-solving skills with the ability to quickly understand issues, ask the right questions, and guide users to effective solutions.

• Excellent verbal and written communication skills, including the ability to explain technical topics in simple language to non-technical users.

• Comfortable working in a fast-moving environment, handling multiple conversations while staying calm, professional, and focused on the customer.

• A genuine passion for helping people and delivering outstanding customer service, even when they are stressed or under time pressure.

It would be great if you had these too, but we’ll support you if you don’t

• Experience supporting senior or executive-level users across different regions or time zones.

• Familiarity with modern CRM/ticketing systems and remote support tools used in SaaS environments.

• Exposure to SaaS products, APIs, or database concepts beyond basic troubleshooting, with an interest in deepening your technical skills.