Remote SaaS Customer Success & Support Specialist

Infomedia; Atlanta (GA); Remoto; USD 53.000 - 58.000; Tempo pieno

Descrizione del lavoro

Infomedia in Atlanta, GA (remote) is seeking a Customer Support Specialist to help customers succeed with our software products. This role is ideal for someone early in their SaaS support career who enjoys building relationships, enabling knowledge, and collaborating across functions to drive long-term customer success.

You’ll support customers using SimplePart, MicrocatEPC, SuperserviceTriage, Menus, and Infodrive, while collaborating with teams in Atlanta and Detroit.

Competenze

• 1–3 years of experience in customer support or related roles.
• Ability to work Noon - 8 pm EST.
• Strong communication and relationship-building skills.
• Comfort with explaining complex software tools and processes.
• Interest in knowledge management and process improvement.

Mansioni

• Act as a trusted partner to customers and understand their business needs.
• Build and maintain relationships with key stakeholders to drive adoption and satisfaction.
• Create and maintain guides, training content, and FAQs for customers and internal teams.
• Collaborate cross-functionally to communicate customer insights and product challenges.
• Identify patterns and suggest improvements to customer workflows and experience.
• Support initiatives focused on retention, adoption, and engagement metrics.
• Monitor KPIs like first response time and ticket volume to balance quality and efficiency.
• Identify opportunities to streamline ticket handling and response frameworks.
• Participate in coaching and knowledge-sharing to strengthen capabilities.

Conoscenze

Communication

Relationship skills

Knowledge enablement

Process improvement

Customer enablement

Strumenti

Zendesk

Salesforce

Descrizione del lavoro

Infomedia in Atlanta, GA (remote) is seeking a Customer Support Specialist to help customers succeed with our software products. This role is ideal for someone early in their SaaS support career who enjoys building relationships, enabling knowledge, and collaborating across functions to drive long-term customer success.

You’ll support customers using SimplePart, MicrocatEPC, SuperserviceTriage, Menus, and Infodrive, while collaborating with teams in Atlanta and Detroit.