Customer Support Specialist, US

Orange Logic; United States; Remoto; USD 70.000 - 85.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive pay

Medical & Dental Vision

Life & Disability

401(k) with match

PTO 20 days

Parental leave 8 weeks

Company holidays

Remote work

Descrizione del lavoro

Orange Logic in the United States seeks a Customer Support Specialist to act as a trusted consultant for clients using the Orange Logic Platform. You will diagnose issues, optimize workflows, and deliver proactive support to maximize value from our DAM solution.

In this role you will collaborate with Implementation Specialists, Product, and Engineering to ensure seamless handoffs, train clients on new features, and document feedback for knowledge bases.

Competenze

• Bachelor’s degree in STEM or equivalent technical background.
• 2+ years in technical support, customer success, or implementation for enterprise software or SaaS.
• Experience using AI tools to accelerate work and ability to critique AI output.
• Strong problem-solving with a customer-first mindset.
• Clear, confident verbal and written communication skills.
• Proficiency with G Suite, ticketing platforms (Zendesk, Freshdesk), and CRM systems.
• Experience handling multiple client issues in a fast-paced, high-touch environment.
• Comfortable with technical concepts and learning new systems, APIs, and configurations.
• Strong interpersonal skills and empathy for challenging client interactions.
• Familiarity with Digital Asset Management (DAM) systems or enterprise content tools preferred.

Mansioni

• Serve as a primary contact and trusted consultant for clients with software issues or usage questions.
• Diagnose, troubleshoot, and resolve software-related challenges in client environments; escalate as needed.
• Deliver white-glove support with accurate, helpful, timely solutions.
• Conduct proactive client outreach to ensure satisfaction, adoption, and engagement with new features.
• Translate business needs into technical workflows and offer best-practice recommendations.
• Document client interactions, solutions, and product feedback for knowledge bases and product discussions.
• Advocate for enhancements and usability improvements based on client feedback.
• Collaborate with Implementation Specialists, Product, and Engineering for seamless handoffs.
• Lead or assist client training sessions on software functionality and workflows.
• Refine support processes to improve responsiveness and customer satisfaction.

Conoscenze

Customer focus

Problem solving

Communication

AI tools

Technical curiosity

DAM familiarity

Team collaboration

Formazione

Bachelor’s Degree in STEM

Strumenti

G Suite

Zendesk

Freshdesk

CRM systems

APIs & configurations

Descrizione del lavoro

Customer Support Specialist US

At Orange Logic, we’ve been solving complex content challenges for over two decades. Driven by innovation, curiosity, and a passion for impact, our intelligent Digital Asset Management (DAM) system, Orange Logic Platform, empowers organizations across industries to manage, access, and leverage their digital assets more effectively. We’re not just building powerful software, we’re building a team of bold thinkers, collaborators, and problem-solvers who care deeply about delivering real value. T The Customer Support Specialist serves as both a technical consultant and support expert, partnering closely with clients to understand their unique use cases and help them get the most out of the Orange Logic platform. This role is equal parts trusted consultant, problem-solver, client advocate, and technical guide—helping clients navigate challenges, optimize workflows, and maximize value from our solutions.

Your Role at Orange Logic:

• Serve as a primary point of contact and trusted consultant for clients seeking assistance with software issues, usage questions, or system optimization


• Diagnose, troubleshoot, and resolve software-related challenges in client environments, escalating complex issues as needed


• Deliver white-glove support, building trust and confidence with clients by providing accurate, helpful, and timely solutions


• Conduct proactive client outreach to ensure satisfaction, adoption, and engagement with new features or workflows


• Partner with clients to translate business needs into technical workflows, offering best-practice recommendations


• Document client interactions, solutions, and product feedback for use in knowledge bases and internal product discussions


• Identify and advocate for enhancements and usability improvements based on recurring client pain points or feedback


• Collaborate with Implementation Specialists, Product, and Engineering teams to ensure seamless handoffs and unified client experiences


• Lead or assist with client training sessions focused on software functionality, workflow customization, or new releases


• Continuously refine support processes to improve responsiveness, efficiency, and customer satisfaction

Ideal Qualifications:

• Bachelor’s Degree, preferably in STEM


• 2+ years in technical support, customer success, or implementation for enterprise software or SaaS platforms


• Fluency in using AI tools to accelerate your own work, and the judgment to critically evaluate and correct AI output rather than take it at face value


• Excellent problem-solving skills with a customer-first mindset


• Clear and confident verbal and written communication skills; able to convey complex ideas simply


• Proficiency with tools such as G-Suite, ticketing platforms (e.g., Zendesk, Freshdesk), or CRM systems


• Experience managing and prioritizing multiple client issues in a fast-paced, high-touch support environment


• Comfortable with technical concepts and eager to learn new systems, APIs, and configurations


• Strong interpersonal skills and empathy when handling challenging client interactions


• Familiarity with Digital Asset Management (DAM) systems or enterprise content tools, preferred

Perks of joining the team:

• Competitive compensation


• Medical, Dental, & Vision Insurance


• Life & Disability Insurance


• 401(k) & Roth with 4% employer match (fully vested)


• 20 Days PTO


• 8 Weeks Parental Leave


• 8 Company Holidays


• Remote Work Environment

Compensation:

The target compensation for this position is $70,000 - $85,000 in most remote locations. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

Orange Logic is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees.

Note: Orange Logic only communicates with candidates through official @orangelogic.com email addresses or via LinkedIn from a verified Orange Logic Talent Acquisition employee listed under “Meet the Hiring Team.” We do not conduct interviews via text message or request payment for equipment purchases at any stage of the hiring process.