Customer Success Support Specialist (Hybrid)

Set Forth, LLC; Schaumburg (IL); Hybrid; USD 55,000 - 65,000; Full time

Job summary

FORTH (Set Forth, LLC) seeks a customer-focused Support Agent to join our hybrid team in Schaumburg, IL. You will assist clients with software navigation, troubleshoot basic issues, and document resolutions in our ticketing system, delivering a positive brand experience.

Daily tasks include communicating via phone and email, escalating complex problems, and maintaining up-to-date product knowledge while following security policies.

Qualifications

• High school diploma required; associate degree or some college coursework in business or relevant field preferred.
• Experience using support ticketing platforms such as Zendesk or Desk.com.
• Basic understanding of CRM systems like Salesforce.
• Familiarity with tools like Google Meet, Zoom, or Join.me for screen-sharing and client walkthroughs.
• Previous customer service or help desk experience preferred.

Responsibilities

• Develop understanding of the industries we serve and how our software solves industry-specific challenges.
• Communicate clearly and professionally with clients via phone and email, demonstrating strong verbal and written communication skills.
• Demonstrate proficiency with internet navigation, Microsoft Excel, Word, PDF tools, and efficient keyboard use.
• Deliver confident, empathetic support while effectively de-escalating and resolving client concerns.
• Accurately document client requests and resolutions in the support ticketing system.
• Translate technical and business challenges into actionable software solutions.
• Quickly adapt to changes in software, industry practices, and internal processes.
• Respond to client inquiries via phone, email, and support tickets promptly and professionally.
• Troubleshoot general technical issues related to system use, user errors, and basic configurations.
• Gather detailed information to accurately document support cases and determine the appropriate resolution or escalation path.
• Escalate unresolved or complex issues to Tier 2 or lead while ensuring all relevant context is included.
• Maintain a high level of product knowledge and keep current with updates and changes to the software.
• Follow internal processes and workflows to ensure consistent support standards and documentation.
• Demonstrate a customer-first mindset and provide a positive brand experience in every interaction.
• Manage multiple tasks efficiently while staying organized and detail-oriented.
• Perform daily duties in line with Forth, Inc’s Information Security Policies and Procedures.
• Ensure that information Confidentiality, Integrity and Privacy is always maintained with processing information assets.

Skills

Zendesk

Desk.com

Salesforce

Customer service

Communication skills

Help desk

Education

High school diploma

Associate degree

Tools

Google Meet

Zoom

Join.me

Job description

FORTH (Set Forth, LLC) seeks a customer-focused Support Agent to join our hybrid team in Schaumburg, IL. You will assist clients with software navigation, troubleshoot basic issues, and document resolutions in our ticketing system, delivering a positive brand experience.

Daily tasks include communicating via phone and email, escalating complex problems, and maintaining up-to-date product knowledge while following security policies.