Customer Support Specialist

Jobtailor; Miami (FL); On-site; USD 42,000 - 65,000; Full time

Job summary

Digistorm is seeking a customer support specialist to assist schools using our SaaS products. You will handle tickets, chats, and calls with customers, applying technical know-how to diagnose and resolve issues while maintaining high satisfaction and adhering to SLA guidelines.

Responsibilities include troubleshooting, knowledge-base updates, and collaboration with Level 2 teams. Prior experience with remote work tools and a service mindset are essential.

Qualifications

• 0-2 years in customer support in the software industry; SaaS experience preferred.
• Direct experience in technical support troubleshooting or consulting with high customer satisfaction.
• Experience with remote work technologies, including meeting apps and screen sharing.
• Excellent written and verbal English communication.
• Ability to communicate technical details to varied audiences.
• Ability to prioritize tasks across multiple channels while remaining proactive under pressure.
• Strong organizational and time management skills.
• Self-motivated team player willing to learn.

Responsibilities

• Interact with customers via ticketing, chat, or phone.
• Deliver customer service using technical and subject matter expertise.
• Manage and prioritize multiple open cases.
• Ask targeted questions to understand and diagnose root problems.
• Analyze, replicate, research, and resolve technical problems and questions.
• Guide clients to the Support Hub or Digistorm University solutions when possible.
• Provide prompt and accurate responses within company SLA guidelines.
• Track cases through resolution.
• Collaborate with support specialists and Level 2 teams to escalate unresolved issues.
• Identify, update, and maintain knowledge bases.
• Identify and log system bugs for the product team.
• Develop knowledge of Digistorm's core products and their use by schools.
• Communicate and escalate technical issues with internal teams.

Skills

Tech Support Troubleshooting

Customer Service in SaaS

Knowledge of Digistorm Products

Excellent English Communication

Organizational & Time Management

Education

Relevant qualification or equivalent experience

Tools

Ticketing Systems

Chat Applications

Meeting Applications

Screen Sharing Tools

Job description

• Interact directly with customers through ticketing, chat, or phone
• Deliver customer service using technical and subject matter expertise
• Manage and prioritize multiple open cases
• Ask targeted questions to understand and diagnose root problems
• Analyze, replicate, research, and resolve technical problems and questions
• Guide clients to the Support Hub or Digistorm University solutions when possible
• Provide prompt and accurate responses within company SLA guidelines
• Track cases through resolution
• Collaborate with support specialists and Level 2 support teams to escalated unresolved issues
• Identify, update, and maintain internal and external knowledge bases
• Identify and log system bugs for the product team
• Develop detailed knowledge of Digistorm's three core products and their use by schools
• Communicate and collaborate with internal teams, escalating technical issues through internal processes

Requirements

• Relevant qualification or equivalent time in a customer service support role
• 0-2 years of experience working in customer support in the software industry; SaaS experience preferred
• Direct experience in technical support troubleshooting or consulting with demonstrated high customer satisfaction
• Experience engaging with customers through remote work technologies, including meeting applications and screen sharing
• Excellent written and verbal English communication skills
• Ability to communicate technical details to people with varying technical abilities
• Ability to prioritize tasks and incoming work across multiple channels while remaining solution-focused and proactive under pressure
• Strong organizational and time management skills
• Ability to work autonomously and meet deadlines
• Ability to learn, retain, and apply knowledge across multiple software product areas
• Self-motivated team player willing to learn and take ownership of personal development
• Ability to operate independently with minimal guidance
• Experience working within a collaborative team environment and contributing to positive company culture
• Technical and/or school-use knowledge of Digistorm products or other SaaS products used by K-12 schools preferred
• Industry knowledge of the K-12 private school sector and other education preferred
• Experience documenting generalized technical solutions for customers through a knowledge base preferred
• Self-awareness preferred

Core Competencies

Demonstrates strong technical support skills with the ability to analyze and resolve customer issues effectively. Possesses excellent communication abilities to convey technical information to diverse audiences while maintaining a proactive and organized approach to customer service.

Highest-signal resume keywords

• Technical Support Troubleshooting
• Customer Service in SaaS
• Knowledge of Digistorm Products
• Excellent English Communication Skills
• Organizational and Time Management Skills

ATS Optimization Keywords

Hard Skills

• Technical Support
• Troubleshooting
• Problem Analysis
• Knowledge Base Documentation
• SaaS Experience
• Remote Work Technologies
• Case Management
• Product Knowledge
• Customer Satisfaction
• Escalation Procedures

Soft Skills

• Proactive Under Pressure
• Self-motivated
• Team Player
• Autonomous Work
• Strong Communication

Industry Keywords

• K-12 Education
• Private School Sector
• Customer Support
• Technical Consulting

Tools & Technologies

• Ticketing Systems
• Chat Applications
• Meeting Applications
• Screen Sharing Tools