Customer Support Specialist

Evlo AI; Miami (FL); On-site; USD 45,000 - 70,000; Full time

Job summary

Evlo AI in Miami, FL is seeking a Customer Support Specialist to be the first point of contact for customers using our cloud-based platform. You will resolve account, billing, configuration, and workflow issues across email, chat, and phone.

You will troubleshoot browser and API-related problems, document steps, and help customers derive consistent value from the platform at scale while contributing to documentation and feedback to product teams.

Qualifications

• 1–3 years in customer support or related role.
• Strong written and verbal communication to explain technical concepts clearly.
• Hands-on experience with support platforms such as Zendesk, Intercom, Salesforce Service Cloud.
• Working knowledge of SaaS applications, browsers, authentication, permissions, APIs, and basic troubleshooting.
• Comfort using developer tools, logs, and reproduction steps to investigate issues.
• Highly organized and calm under high ticket volume with good prioritization.

Responsibilities

• Resolve high-volume inquiries across email, chat, and phone while meeting response-time targets.
• Troubleshoot browser, account, authentication, permissions, integration, and API issues using documented workflows.
• Reproduce defects, capture logs and steps, and escalate to technical teams when needed.
• Manage customer cases in Zendesk, Intercom, or a similar system with accurate categorization and follow-up.
• Guide customers through product configuration, integrations, and data imports with clear language.
• Identify recurring issues and share trend reports and product feedback with product/engineering.
• Create and update help-center articles, runbooks, macros, and troubleshooting docs.

Skills

Written communication

Verbal communication

Zendesk/Intercom

Troubleshooting

SaaS knowledge

Tools

Zendesk

Intercom

Salesforce Service Cloud

Job description

About The Role

The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, resolving account, billing, configuration, and workflow issues across email, chat, and phone.

The role combines clear customer communication with practical technical troubleshooting. It matters because fast, accurate support protects retention, surfaces product gaps, and helps customers get consistent value from the platform at scale.

Key Responsibilities

• Resolve high-volume customer inquiries across email, chat, and phone while meeting response-time and resolution targets
• Troubleshoot browser, account, authentication, permissions, integration, and API-related issues using documented diagnostic workflows
• Reproduce reported defects, capture logs and steps to reproduce, and upscale actionable tickets to technical support or engineering
• Manage customer cases in Zendesk, Intercom, or a comparable ticketing system with accurate categorization, prioritization, and follow-up
• Guide customers through product configuration, integrations, data imports, and common workflow errors using clear, non-technical language
• Identify recurring issues and share trend reports, product feedback, and escalation patterns with product and engineering teams
• Create and update help-center articles, internal runbooks, macros, and troubleshooting documentation

What We Are Looking For

• 1-3 years of experience in customer support, technical support, service operations, or a related customer-facing role
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
• Hands-on experience with support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar tools
• Working knowledge of SaaS applications, web browsers, authentication, permissions, APIs, and basic troubleshooting methods
• Comfort using browser developer tools, ticket metadata, logs, and structured reproduction steps to investigate issues
• Highly organized and calm under high ticket volume, with sound judgment around prioritization and escalation
• Bonus: Experience with SQL, REST APIs, webhooks, SSO/SAML, CRM or payment integrations, and knowledge-base platforms