Cloud Support Specialist: Fast, Clear Tech Help

Evlo AI; Miami (FL); On-site; USD 45,000 - 70,000; Full time

Job summary

Evlo AI in Miami, FL is seeking a Customer Support Specialist to be the first point of contact for customers using our cloud-based platform. You will resolve account, billing, configuration, and workflow issues across email, chat, and phone.

You will troubleshoot browser and API-related problems, document steps, and help customers derive consistent value from the platform at scale while contributing to documentation and feedback to product teams.

Qualifications

• 1–3 years in customer support or related role.
• Strong written and verbal communication to explain technical concepts clearly.
• Hands-on experience with support platforms such as Zendesk, Intercom, Salesforce Service Cloud.
• Working knowledge of SaaS applications, browsers, authentication, permissions, APIs, and basic troubleshooting.
• Comfort using developer tools, logs, and reproduction steps to investigate issues.
• Highly organized and calm under high ticket volume with good prioritization.

Responsibilities

• Resolve high-volume inquiries across email, chat, and phone while meeting response-time targets.
• Troubleshoot browser, account, authentication, permissions, integration, and API issues using documented workflows.
• Reproduce defects, capture logs and steps, and escalate to technical teams when needed.
• Manage customer cases in Zendesk, Intercom, or a similar system with accurate categorization and follow-up.
• Guide customers through product configuration, integrations, and data imports with clear language.
• Identify recurring issues and share trend reports and product feedback with product/engineering.
• Create and update help-center articles, runbooks, macros, and troubleshooting docs.

Skills

Written communication

Verbal communication

Zendesk/Intercom

Troubleshooting

SaaS knowledge

Tools

Zendesk

Intercom

Salesforce Service Cloud

Job description

Evlo AI in Miami, FL is seeking a Customer Support Specialist to be the first point of contact for customers using our cloud-based platform. You will resolve account, billing, configuration, and workflow issues across email, chat, and phone.

You will troubleshoot browser and API-related problems, document steps, and help customers derive consistent value from the platform at scale while contributing to documentation and feedback to product teams.