SaaS Customer Support Specialist — Empathy & Troubleshooting

Neon One

Oklahoma

On-site

USD 42,000 - 62,000

Full time

2 days ago

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Job summary

Neon One seeks a Customer Support Specialist to join our growing team. You will be the first point of contact to assist users via phone, live chat, and ticketing, becoming a SME for multiple products.

You will troubleshoot software issues and document requests in Zendesk, Jira, and related tools while upholding our high standards for empathy and service. Ideal candidates have 1+ year in technical support, strong communication, and a customer-first mindset.

Qualifications

1+ year of technical support, troubleshooting, or database experience.
Strong written and verbal communication skills.
Empathy, problem-solving ability, and customer-first mindset.
Attention to detail and willingness to learn new platforms (e.g., Zendesk, Jira, Salesforce, Slack).
High school diploma or equivalent required.

Responsibilities

Serve as the first point of contact for customer support inquiries.
Troubleshoot issues and provide clear, empathetic communication via phone, chat, and email.
Document, upscale, and track support requests using Zendesk.
Verify and report software bugs; communicate with internal teams as needed.
Act as a Subject Matter Expert (SME) for assigned products.
Prioritize workload effectively and follow established SLAs.
Encourage clients to submit product feedback and enhancement requests.
Follow established risk management and data security protocols.