Customer Support Specialist I

Mpulse Mobile, Inc; Northern (KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Mpulse Mobile, Inc. is seeking a Customer Support Specialist to be the first line of assistance for our SaaS customers.

You will handle inquiries across email, chat, phone, and our ticketing system, ensuring fast, friendly, and effective help while collaborating cross-functionally to improve the product and customer experience. You will troubleshoot minor issues, guide users on product usage, and manage tickets in Salesforce and JIRA, with on-call rotations and KPI focus to deliver top-tier

Qualifications

• 1-3 years of experience in customer support, preferably in a SaaS environment.
• Strong technical troubleshooting skills and ability to learn new technologies quickly.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.
• Experience with CRM and ticketing tools such as Salesforce.
• Empathy, patience, and a genuine desire to help customers.
• Strong problem-solving and critical thinking skills.

Responsibilities

• Serve as the primary point of contact for customer inquiries via mPulse Customer Community, email, chat, phone, etc.
• Troubleshoot and resolve minor technical issues related to the platform.
• Provide guidance and education to customers on how to use the product effectively.
• Manage customer tickets using Salesforce and JIRA.
• Escalate complex issues to Engineering, Product, or higher-level support as needed.
• Partner with internal teams to communicate customer feedback and identify opportunities for product and process improvements.
• Maintain a deep understanding of the product and continuously stay updated on new features and enhancements.
• Meet or exceed KPIs, such as first response time, turnaround time, and customer satisfaction (CSAT).
• On call rotation requirements
• Participate in proactive monitoring and take corrective actions as outlined in the SOP

Skills

Technical troubleshooting

Written communication

Verbal communication

Multitasking

CRM tools

Empathy

Problem solving

Tools

Salesforce

JIRA

Job description

Job Summary

As a Customer Support Specialist, you will be the first line of support for our SaaS customers, helping them get the most value out of our platform. You will handle a variety of inquiries and technical issues, ensuring customers receive fast, friendly, and effective assistance. You will work across multiple channels—email, chat, phone, and our ticketing system to resolve issues and contribute to an exceptional customer experience.

This position combines technical and soft skills while contributing to cross-functional collaboration to ensure a seamless digital experience for our customers.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries via mPulse Customer Community, email, chat, phone, etc


• Troubleshoot and resolve minor technical issues related to the platform


• Provide guidance and education to customers on how to use the product effectively


• Manage customer tickets using Salesforce and JIRA


• Escalate complex issues to Engineering, Product, or higher-level support as needed


• Partner with internal teams to communicate customer feedback and identify opportunities for product and process improvements


• Maintain a deep understanding of the product and continuously stay updated on new features and enhancements


• Meet or exceed KPIs, such as first response time, turnaround time, and customer satisfaction (CSAT)


• On call rotation requirements


• Participate in proactive monitoring and take corrective actions as outlined in the SOP

Qualifications

• 1-3 years of experience in customer support, preferably in a SaaS environment


• Strong technical troubleshooting skills and ability to learn new technologies quickly


• Excellent written and verbal communication skills


• Ability to manage multiple priorities in a fast-paced, high-growth environment


• Experience with CRM and ticketing tools such as Salesforce


• Empathy, patience, and a genuine desire to help customers


• Strong problem-solving and critical thinking skills

Preferred Qualifications

• Experience supporting B2B SaaS products


• Familiarity with MS excel, APIs, integrations, and basic technical concepts


• Experience writing or contributing to support documentation or help centers


• Familiarity with remote work tools such as Slack, Zoom, Teams, Confluence