Customer Support Specialist

Evlo AI; Miami (FL); Presencial; USD 42.000 - 54.000; Jornada completa

Descripción de la vacante

Evlo AI in Miami is seeking a customer support specialist to be the first point of contact for customers using our cloud-based SaaS platform. You will troubleshoot integrations, APIs, and account configurations, guiding users through issues and documenting steps for escalation.

You will resolve 30-50 tickets daily via email, chat, and phone, maintain clear communication, and contribute to a growing knowledge base to reduce repeat inquiries.

Formación

• 0-2 years of customer support or related experience.
• Strong written communication skills; ability to explain technical concepts clearly.
• Basic technical fluency: reading API error messages, browser dev tools, HTTP errors.
• Hands-on experience with at least one help-desk platform (Zendesk, Intercom, Freshdesk).
• Bachelor’s degree in any field, or equivalent practical experience.

Responsabilidades

• Resolve 30-50 daily customer tickets across email, chat, and phone covering billing, onboarding, API errors, and account configuration.
• Troubleshoot technical issues using logs, HTTP status codes, and internal admin tools; document clear reproduction steps before escalating to engineering.
• Own tickets end-to-end: set expectations, provide status updates, and drive issues to resolution within SLA targets.
• Maintain and expand the help-center knowledge base, writing articles and macros that deflect repeat tickets.
• Track and report recurring issues and customer sentiment trends to product and engineering teams.
• Meet and exceed goals for CSAT, first-response time, and resolution rate.
• Contribute to onboarding materials and internal runbooks as the product and tooling evolve.

Conocimientos

Strong written communication

Bilingual EN/ES

Organizational skills

Educación

Bachelor’s degree or equivalent

Herramientas

Zendesk

Intercom

Freshdesk

Descripción del empleo

About The Role The role is the first point of contact for customers of a cloud-based SaaS platform, troubleshooting technical issues across integrations, APIs, and account configurations before they escape.

The work directly shapes retention: every resolved ticket, documented workaround, and piece of feedback routed to engineering makes the product better and keeps customers renewing.

Key Responsibilities

• Resolve 30-50 daily customer tickets across email, chat, and phone covering billing, onboarding, API errors, and account configuration
• Troubleshoot technical issues using logs, HTTP status codes, and internal admin tools; document clear reproduction steps before escalating to engineering
• Own tickets end-to-end: set expectations, provide status updates, and drive issues to resolution within SLA targets
• Maintain and expand the help-center knowledge base, writing articles and macros that deflect repeat tickets
• Track and report recurring issues and customer sentiment trends to product and engineering teams
• Meet and exceed goals for CSAT, first-response time, and resolution rate
• Contribute to onboarding materials and internal runbooks as the product and tooling evolve

What We Are Looking For

• 0-2 years of customer support, technical support, or related customer-facing experience
• Strong written communication skills — able to explain technical concepts clearly to non-technical customers
• Basic technical fluency: comfortable reading API error messages, browser dev tools, and troubleshooting HTTP errors
• Hands-on experience with at least one help-desk platform (Zendesk, Intercom, Freshdesk, or similar)
• Highly organized and calm under high ticket volume with competing priorities
• Bachelor’s degree in any field, or equivalent practical experience
• Bonus: experience supporting a developer-facing product, familiarity with SQL or API tools like Postman, or bilingual English/Spanish proficiency