Customer Support & Success Specialist

HireOn Tech; Milford (OH); On-site; USD 42,000 - 65,000; Full time

Job summary

HireOn Tech is seeking a customer success professional to serve as the first contact for inquiries across voice, chat, and email channels. You will resolve issues quickly using product knowledge, and deliver a professional, empathetic experience while driving satisfaction and product usage.

The role requires strong communication skills, the ability to simplify technical information for non-technical audiences, and a structured, analytical approach in a high-volume environment.

Qualifications

• Customer service certifications (CSM, ITSM, or SaaS) are an advantage
• Excellent verbal and written communication skills
• English: CEFR B2 or higher (mandatory); C1 preferred
• Ability to simplify technical information for non-technical audiences
• Structured problem solving and analytical thinking

Responsibilities

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.
• Accurately document all customer interactions and actions in the case management system.
• Ensure follow ups and case closures are completed within defined service level timelines.
• Adhere to quality standards, security requirements, and operational processes.
• Strong customer centric mindset with high ownership

Skills

Customer support

Communication skills

Troubleshooting

Product knowledge

Job description

HireOn Tech is seeking a customer success professional to serve as the first contact for inquiries across voice, chat, and email channels. You will resolve issues quickly using product knowledge, and deliver a professional, empathetic experience while driving satisfaction and product usage.

The role requires strong communication skills, the ability to simplify technical information for non-technical audiences, and a structured, analytical approach in a high-volume environment.