Customer Support Specialist – Always Accepting Applications

Granum; Polska; Híbrido; PLN 217.000 - 277.000; Jornada completa

Descripción de la vacante

Granum is seeking a Customer Support Specialist (T1) for remote work across the US and Canada. The role focuses on diagnosing, troubleshooting, and resolving technical issues for a SaaS platform serving landscapers and arborists.

You will handle inquiries via phone, email, chat, and ticketing while contributing to KBs, procedures, and training materials to improve customer success. A strong problem-solving mindset and clear communication are essential.

Formación

• A bachelor’s degree or equivalent experience.
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product.
• Ability to apply sound judgment and product knowledge to deliver timely solutions.
• Fast learner with a track record of mastering new technical tools and systems.
• Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support).
• Previous experience in a high-volume support/customer service role.
• Analytical mindset with strong research and problem-solving skills.
• Applicable technical writing skills.
• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
• The ability to multitask and prioritize trouble tickets as they come in
• Clear and concise communication skills
• A strong growth mindset and a desire to learn

Responsabilidades

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions
• Evaluate and escalate bugs to development as they come to your attention inside the product
• Provide feedback to develop support processes. Your input will ultimately add value for our customers
• Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
• Work cross-functionally with other members within the organization

Conocimientos

SaaS troubleshooting

Bachelor's degree

B2B support

Communication

Problem solving

Multitasking

Cross-functional collaboration

Fast learner

Growth mindset

Analytical mindset

Technical writing

Educación

Bachelor's degree or equivalent experience

Descripción del empleo

Customer Support Specialist – Always Accepting Applications

Remote

What Makes Us Stand Out:

Granum is the leading software company devoted to serving landscapers and arborists across North America, providing intuitive, industry-specific solutions designed to help them improve and grow their businesses while impressing their customers. Granum brings together three of the most trusted software names in the industry — LMN, SingleOps, and Greenius — into one powerful software ecosystem. More than just a software company, Granum works alongside its clients to implement systems for estimating, scheduling, crew training, invoicing, and payments, blending technology with hands‑on onboarding and human support. The company's mission is to help industry professionals unlock their potential and achieve their most important goals, all united by the belief that its clients’ success is not just a milestone, but a shared mission.

As a team, we’re on a mission to reshape an age‑old industry, and we’re looking for people who thrive on challenging and meaningful work. Our environment is highly collaborative, innovative, and supportive, with a shared commitment to having fun while making an impact. We live by our core values: We Before Me, Bias to Act, The Extra 1%, Accountable to Outcomes, Unconditional Transparency, and Forgiveness. If this resonates with you, we’d love to meet you and explore how you can help us build the future of the green industry!

Our culture and growth has been recognized with multiple awards, it’s a great time to join!

• #9 Atlanta Business Chronicle's 2024 Best Places to Work (Our second year in a row!)
• Certified Great Place to Work Canada 2024

THIS IS AN EVERGREEN RECRUITMENT POSTING.

We continuously build our customer support specialist talent pipeline because we're always looking to connect with exceptional technical customer support specialists who are interested in exploring opportunities with us.

About the Role:

We are looking for aCustomer Support Specialist (T1).

Location: Remote! We have an office in Atlanta, GA and the Greater Toronto Area but you may also work remotely across the US and Canada.

You will have the following responsibilities:

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions
• Evaluate and **escalate** bugs to development as they come to your attention inside the product
• Provide feedback to develop support processes. Your input will ultimately add value for our customers
• Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
• Work cross-functionally with other members within the organization

Does this sound like you?

• A bachelor’s degree or equivalent experience
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product
• Ability to apply sound judgment and product knowledge to deliver timely solutions
• Fast learner with a track record of mastering new technical tools and systems
• Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support)
• Previous experience in a high-volume support/customer service role
• Analytical mindset with strong research and problem-solving skills
• Applicable technical writing skills
• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
• The ability to multitask and prioritize trouble tickets as they come in
• Clear and concise communication skills
• A strong growth mindset and a desire to learn

A few ways to stand out, but not required:

• Previous experience working for a SaaS startup
• Experience with ticketing systems like Intercom
• Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.)

Compensation:

• Canada-based candidates: CAD 65,000-70,000
• US-based candidates: USD 55,000 - 60,000

Reasons why you would love it here!

• Join a team culture that’s all about collaboration, support,