Customer Support Specialist

Interdent; New York (NY); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Paid holidays

Vision insurance

Job summary

Interdent is seeking a Customer Support Specialist in New York to serve as the primary point of contact for customers. You will address inquiries, troubleshoot technical issues, and drive high satisfaction with our products and services.

The role emphasizes active listening, clear communication, and a passion for helping others, with opportunities for growth into operations or product management.

Qualifications

• Excellent written and verbal English communication.
• Experience with Zendesk, Salesforce, or Freshdesk.
• Strong problem-solving and analytical skills.
• High emotional intelligence and empathy.
• HS diploma required; degree preferred.

Responsibilities

• Respond promptly to customer inquiries via multiple channels.
• Troubleshoot and resolve technical or account-related issues.
• Educate customers on product features and best practices.
• De-escalate sensitive situations with professionalism.
• Maintain accurate records of customer interactions in the CRM.
• Contribute to knowledge base and update help articles.

Skills

Communication skills

English proficiency

Helpdesk software

CRM systems

Tech-savviness

Problem-solving mindset

Empathy

Education

High school diploma

Associate or bachelor's degree preferred

Tools

Zendesk

Salesforce

Freshdesk

Interforce

Job description

We are looking for a dedicated, empathetic, and problem-solving Customer Support Specialist to join our team. In this role, you will serve as the primary point of contact for our customers, addressing their inquiries, resolving technical issues, and ensuring exceptional satisfaction with our products/services. The ideal candidate is an active listener with strong communication skills and a passion for helping others.

Key Responsibilities

• Customer Communication: Respond promptly to customer inquiries via multiple channels (e.g., email, live chat, phone, and social media).
• Issue Resolution: Troubleshoot and resolve technical or account-related issues efficiently, guiding customers through step-by-step solutions.
• Product Advocacy: Educate customers on product features, best practices, and updates to maximize their value and engagement.
• De-escalation: Handle sensitive or frustrated customer situations with patience, empathy, and professionalism, turning negative experiences into positive outcomes.
• Documentation: Maintain accurate records of customer interactions, support tickets, and resolutions within our CRM/helpdesk software.
• Knowledge Base Contribution: Identify recurring customer pain points and help create or update help articles, FAQs, and internal documentation.

Qualifications & Requirements

• Communication Skills: Exceptional written and verbal communication skills with a strong command of English (additional languages are a plus).
• Technical Proficiency: Familiarity with modern helpdesk software and CRM systems (e.g., Zendesk, Interforce, Salesforce, Freshdesk) and general tech-savviness.
• Problem-Solving Mindset: Strong analytical skills with the ability to diagnose issues quickly and think creatively under pressure.
• Soft Skills: High emotional intelligence, patience, empathy, and a natural disposition toward helping people.
• Education: High school diploma required; associate or bachelor's degree preferred.

What We Offer

• Competitive Salary: Competitive base pay commensurate with experience.
• Benefits: Comprehensive health, dental, and vision insurance packages.
• Time Off: Generous paid time off (PTO) and paid holidays.
• Growth Potential: Clear pathways for career advancement within customer support, operations, or product management.