Customer Support Specialist

Dime9 Labs; United States; Remote; USD 25,000 - 39,000; Full time

Job summary

Dime9 Labs is hiring for a fully remote customer support role based in the United States. You will be the first point of contact for customers, handling tickets by email and chat during scheduled shifts with the team.

You will troubleshoot account and product questions using internal guides, escalate issues with clear notes for engineers, and suggest improvements to help articles and saved replies. Ideal candidates have 1+ years in customer support and excellent written communication.

Qualifications

• 1+ years in customer support or another customer-facing job.
• Clear, friendly, and accurate written communication.
• Comfortable learning software quickly.
• Bonus: experience with Zendesk or Intercom.

Responsibilities

• Respond to customer tickets by email and chat.
• Troubleshoot account and product questions using internal guides.
• Escalate technical issues with clear notes for engineers.
• Suggest improvements to help articles and saved replies.

Skills

Customer support experience

Written communication

Fast learner

Interpersonal skills

Tools

Zendesk

Intercom

Job description

You will be the first person customers reach when they need help, and you will resolve most requests yourself. This is a fully remote position for candidates in the US, working in a shared help desk during scheduled shifts agreed with the team.

What you will do

• Respond to customer tickets by email and chat.
• Troubleshoot account and product questions using internal guides.
• Escalate technical issues with clear notes for engineers.
• Suggest improvements to help articles and saved replies.

What you bring

• 1+ years in customer support or another customer-facing job.
• Clear, friendly, and accurate written communication.
• Comfortable learning software quickly.
• Bonus: experience with Zendesk or Intercom.