Customer Support Specialist

Evlo AI; New York (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

Evlo AI is looking for a Customer Support Specialist to be the first contact for customers using our cloud platform, handling account, billing, workflow, integration, and configuration questions via email, chat, and phone. You will troubleshoot browser/API issues, reproduce bugs, capture logs, and document interactions in Jira or similar systems, while guiding users through product workflows.

Ideal candidates have 1–3 years in customer support, strong written and verbal communication, and

Qualifications

• 1–3 years of experience in customer support or a related role.
• Ability to explain technical concepts clearly to non‑technical users.
• Hands-on experience with support platforms (Zendesk/Intercom/Salesforce).
• Knowledge of web apps, APIs and SaaS integrations.
• Strong documentation and ticketing discipline.

Responsibilities

• Resolve inquiries across email, chat and phone while meeting response targets.
• Troubleshoot browser, account, permissions, billing, API, webhook and integrations.
• Reproduce reported bugs, capture logs/screenshots, submit clear tickets in Jira.
• Use Zendesk, Intercom, Salesforce or similar tools to manage queues and records.
• Guide customers through product workflows and configuration changes.
• Identify recurring issues and share findings with product/engineering/ops.

Skills

Communication skills

Technical troubleshooting

Issue reproduction

Education

Associate or Bachelor in IT/Comms/Business

Tools

Zendesk

Intercom

Salesforce Service Cloud

Postman

Job description

About The Role
The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, helping them resolve account, billing, workflow, integration, and product-configuration issues across email, chat, and phone.

About The Role
The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, helping them resolve account, billing, workflow, integration, and product-configuration issues across email, chat, and phone.
The role combines clear customer communication with practical technical troubleshooting. It matters because fast, accurate support protects customer trust, reduces repeat contacts, and gives product and engineering teams actionable insight into issues affecting users at scale.
Key Responsibilities

• Resolve customer inquiries across email, chat, and phone while meeting response-time and resolution targets
• Troubleshoot browser, account, permissions, billing, API, webhook, and third-party integration issues using structured diagnostic steps
• Reproduce reported bugs, capture logs and screenshots, and submit clear tickets in Jira or a similar issue-tracking system
• Use Zendesk, Intercom, Salesforce, or comparable tools to manage queues, document interactions, and maintain accurate customer records
• Guide customers through product workflows, configuration changes, and basic API or integration setup using help-center and internal documentation
• Identify recurring issues, quantify support trends, and share actionable findings with product, engineering, and operations teams
• Create and improve macros, troubleshooting guides, and help-center articles to increase self-service and reduce ticket volume

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 web applications, browser troubleshooting, APIs, authentication concepts, and common SaaS integrations
• Comfort with ticket queues, escalation workflows, issue reproduction, and maintaining detailed case documentation
• Organized and calm under high ticket volume, with sound judgment about urgency, customer impact, and escalation paths
• Bonus: experience with SQL, JavaScript or HTTP debugging, API tools such as Postman, knowledge bases, or supporting developer-facing products; associate degree or bachelor's degree in information technology, communications, business, or a related field