Enable job alerts via email!

Customer Support Specialist

Factbird

Austin (TX)

Remote

USD 36,000 - 42,000

Full time

2 days ago

Be an early applicant

Boost your interview chances

Create a job specific, tailored resume for higher success rate.

Job summary

A SaaS company, Factbird, seeks a Customer Support Specialist passionate about delivering exceptional service. You'll support customers through Zendesk, manage support tickets, and collaborate on product improvements to enhance user satisfaction. This role offers flexible work conditions, opportunities for growth, and a chance to impact the manufacturing industry positively.

Benefits

Flexible working hours and remote-first setup

Internet reimbursement

Structured onboarding and product training

Qualifications

2 to 3 years of experience in customer support, preferably within a SaaS environment.
Excellent written and verbal communication skills in English.
Strong problem-solving abilities and expertise in troubleshooting technical issues.

Responsibilities

Provide accurate responses to tickets and troubleshoot product-related questions.
Ensure customer interactions are handled within designated SLAs.
Create and maintain user-friendly knowledge base articles.

Skills

Problem-solving

Communication

Attention to detail

Technical troubleshooting

Customer service

Tools

Zendesk

Join to apply for the Customer Support Specialist role at Factbird

Direct message the job poster from Factbird

People & Culture / Recruitment Team Lead

Join Factbird and help transform manufacturing with smarter, faster insights.

At Factbird, our mission is to transform the manufacturing industry through innovative and sustainable solutions. We focus on enhancing efficiency and agility by leveraging advanced cloud-based technology and hardware to optimize processes and streamline operations. Our commitment to lean manufacturing principles and continuous improvement positions us as a leader in industry innovation.

We highly value passion, expertise, and dedication. Our team is composed of collaborative professionals who thrive on diverse perspectives and teamwork. As a rapidly growing SaaS scale-up, we are dedicated to supporting manufacturers in achieving operational excellence. If you are motivated by a proactive environment and wish to contribute to meaningful industry advancements, Factbird offers an ideal platform to do so.

What’s the role about?

We are looking for a motivated and solution-oriented Customer Support Specialist to join our customer support team at Factbird. As a full-time member of our support team, you will assist in providing excellent customer support, primarily through our ticketing system (Zendesk).

You will be responsible for responding to incoming support tickets, ensuring timely and effective resolutions within defined SLAs, escalating bugs to Tier 2 and taking ownership in the creation of content for our Help Center.

This is an excellent opportunity for someone with 2 to 3 years of experience in customer support who is eager to contribute to a fast-growing SaaS (Software as a Service) company.

Key Responsibilities:

Provide accurate, consistent, and helpful responses to tickets, troubleshooting product-related questions, technical issues, and general inquiries.
Ensure that all customer interactions are handled within the designated SLA.
Prioritize and manage support tickets effectively, escalating complex issues when necessary.
Creation and maintenance of helpful and user-friendly knowledge base articles in the Help Center.
Collaborate with the product and engineering teams to document new features, updates, and common troubleshooting steps.
Review and update existing content to ensure accuracy and clarity, based on recurring customer queries.
Track recurring issues or themes and provide feedback to the product and engineering teams to help improve the product and overall customer experience.

Who are we looking for?

If you resonate with the majority of the points below, we’d love to hear from you

Qualifications:

If you resonate with the majority of the points below, we’d love to hear from you:

2 to 3 years of experience in customer support, preferably within a SaaS environment.
Excellent written and verbal communication skills in English, maintaining a professional and friendly tone.
Strong problem-solving abilities and expertise in troubleshooting technical issues.
Familiarity with Zendesk or similar customer support platforms.
Strong attention to detail, organizational skills, and the ability to work independently.
Customer-focused attitude with a passion for delivering excellent service.
Technical aptitude with a willingness to learn about the product and troubleshoot technical issues.
Ability to write clear and concise articles for the Help Center.

Bonus Points:

Experience in a customer support role specifically with SaaS products.
Basic understanding of API calls and queries.
Knowledge in manufacturing and production processes.

What you'll get in return:

Flexible working hours and remote-first setup
Travel opportunities across North America
Internet reimbursement and gear for your home office
Structured onboarding and hands-on product training
Opportunities to grow into Customer Success, Solutions Consulting, or Technical Enablement roles
Work with a fun, humble, and passionate international team
Annual team retreats and off-sites

Factbird is on a mission to make manufacturing more intelligent, efficient, and sustainable. We’re a fast-scaling SaaS company born out of lean manufacturing consulting expertise, now helping global manufacturers access real-time production insights with ease. Join us at the forefront of Industry 4.0 and be part of a people-first, innovation-led culture.

Seniority level

Seniority level
Not Applicable

Employment type

Employment type
Full-time

Job function

Job function
Information Technology and Customer Service
Industries
Manufacturing, Software Development, and IT System Custom Software Development

Referrals increase your chances of interviewing at Factbird by 2x

Get notified about new Customer Support Specialist jobs in Austin, Texas Metropolitan Area.

Customer Relations Specialist, Executive Team

Customer Service Representative (Remote)

Customer Service Representative - Remote