Support Specialist

Ross Stores; Phoenix (AZ); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401(k) or retirement plan

Remote or hybrid work flexibility

Paid time off

Job summary

Ross Stores is seeking a dependable Support Specialist to provide exceptional customer assistance and resolve questions, technical issues, and service-related concerns. The role emphasizes clear communication, problem-solving, and close collaboration with internal teams from a central Phoenix location.

The position offers a full-time schedule with compensation ranging from $45,000 to $60,000 per year, depending on experience and qualifications.

Qualifications

• 1-3 years of customer support, technical support, help desk, or related experience.
• Excellent written and verbal communication skills.
• Strong problem-solving and troubleshooting abilities.
• Strong attention to detail and organizational skills.
• Ability to manage multiple customer requests and priorities.
• Comfortable learning new software, systems, and processes.
• Ability to work independently and as part of a team.
• Professional, patient, and customer-focused approach.

Responsibilities

• Respond to customer inquiries through email, phone, chat, and support-ticket systems.
• Troubleshoot customer issues and provide clear, accurate, and timely solutions.
• Document customer interactions, issues, resolutions, and follow-up activities.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Follow up with customers to ensure issues have been resolved satisfactorily.
• Maintain a strong understanding of company products, services, policies, and procedures.
• Assist customers with account, product, billing, technical, or service-related questions.
• Identify recurring customer issues and communicate trends to management.
• Work with product, engineering, sales, and operations teams to resolve customer problems.
• Create and maintain support documentation, FAQs, and knowledge-base articles.
• Meet established response-time, resolution-time, and customer-satisfaction goals.
• Maintain professionalism and empathy when handling difficult or frustrated customers.
• Help identify opportunities to improve customer-support processes and procedures.
• Perform other support and administrative duties as assigned.

Skills

Customer support

Problem solving

Communication skills

Organizational skills

Teamwork

Learning new software

Tools

Zendesk

Intercom

Salesforce

Freshdesk

CRM systems

Ticketing systems

Job description

We are seeking a dependable, customer-focused, and solutions-oriented Support Specialist to provide exceptional support to customers and help resolve questions, technical issues, and service-related concerns. The Support Specialist will serve as an important point of contact for customers while working closely with internal teams to ensure issues are resolved quickly and effectively.

This is a full-time position offering $45,000-$60,000 per year, depending on experience, technical knowledge, communication skills, and qualifications. Candidates with strong technical-support experience, industry knowledge, or experience working with customer-support platforms may be considered toward the upper end of the compensation range.

The ideal candidate is patient, professional, highly organized, and comfortable troubleshooting problems while maintaining a positive customer experience.

Key Responsibilities

• Respond to customer inquiries through email, phone, chat, and support-ticket systems.
• Troubleshoot customer issues and provide clear, accurate, and timely solutions.
• Document customer interactions, issues, resolutions, and follow-up activities.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Follow up with customers to ensure issues have been resolved satisfactorily.
• Maintain a strong understanding of company products, services, policies, and procedures.
• Assist customers with account, product, billing, technical, or service-related questions.
• Identify recurring customer issues and communicate trends to management.
• Work with product, engineering, sales, and operations teams to resolve customer problems.
• Create and maintain support documentation, FAQs, and knowledge-base articles.
• Meet established response-time, resolution-time, and customer-satisfaction goals.
• Maintain professionalism and empathy when handling difficult or frustrated customers.
• Help identify opportunities to improve customer-support processes and procedures.
• Perform other support and administrative duties as assigned.

Qualifications

Required

• 1-3 years of customer support, technical support, help desk, or related experience.
• Excellent written and verbal communication skills.
• Strong problem-solving and troubleshooting abilities.
• Strong attention to detail and organizational skills.
• Ability to manage multiple customer requests and priorities.
• Comfortable learning new software, systems, and processes.
• Ability to work independently and as part of a team.
• Professional, patient, and customer-focused approach.

Preferred

• Experience with customer-support platforms such as Zendesk, Intercom, Salesforce, Freshdesk, or similar systems.
• Experience providing technical or product support.
• Familiarity with CRM and ticketing systems.
• Experience working in a SaaS, technology, e-commerce, healthcare, financial-services, or professional-services environment.
• Basic understanding of troubleshooting software, applications, or web-based products.
• Experience working in a remote or distributed team.

Compensation & Benefits

The compensation for this position is $45,000-$60,000 per year, depending on experience, technical capabilities, customer-support experience, and qualifications.

Candidates with specialized technical-support experience, strong product knowledge, and experience supporting complex customer environments may be considered toward the upper end of the range.

Additional benefits may include:

• Health, dental, and vision insurance
• Paid time off
• Paid holidays
• 401(k) or retirement plan
• Remote or hybrid work flexibility
• Professional development opportunities
• Employee assistance and wellness programs
• Performance-based bonus opportunities