Customer Support Specialist

Factbird; Austin (TX); Remote; USD 50,000 - 70,000; Full time

Job summary

Join Factbird as a Customer Support Specialist and contribute to transforming the manufacturing industry through innovative solutions. You will be responsible for providing exceptional customer support while working in a flexible, remote-first environment. This role offers opportunities for growth within the company and collaboration with an international team.

Benefits

Competitive salary

Flexible working hours

Internet reimbursement

Structured onboarding

Opportunities for growth

Qualifications

• 2 to 3 years of experience in customer support, preferably in a SaaS environment.
• Excellent written and verbal communication skills in English.
• Ability to write clear and concise articles for the Help Center.

Responsibilities

• Provide accurate responses to tickets and troubleshoot technical issues.
• Ensure customer interactions are managed within SLAs.
• Collaborate with product and engineering teams.

Skills

Problem-solving

Communication

Technical aptitude

Attention to detail

Tools

Zendesk

Job description

Department: Customer Support

Location: Austin, Texas

Description

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.
  
  

Skills, Knowledge and Expertise

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.
  
  

Why join Factbird?

• Competitive salary
• 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