Remote Customer Success & Tech Support Specialist

Orange Logic; United States; A distancia; USD 70.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Medical & Dental Vision

Life & Disability

401(k) with match

PTO 20 days

Parental leave 8 weeks

Company holidays

Remote work

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer focus

Problem solving

Communication

AI tools

Technical curiosity

DAM familiarity

Team collaboration

Educación

Bachelor’s Degree in STEM

Herramientas

G Suite

Zendesk

Freshdesk

CRM systems

APIs & configurations

Descripción del empleo

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.