Support Specialist

Jobgether; United States; Remote; USD 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Fully remote work

Full-time employment

Two days off each week

Career development opportunities

Cross-functional collaboration

Process improvement opportunities

Ownership and growth

Zusammenfassung

Jobgether in the United States is seeking an experienced customer support specialist to manage inquiries via email, chat, and video calls, troubleshoot product issues, and guide customers through effective solutions.

You will document interactions, stay current with product updates, and collaborate across teams to improve processes and customer satisfaction in a fully remote, 24/7 US-timezone aligned operation.

Qualifikationen

• At least three years of experience in technical customer support.
• Experience supporting SaaS products is preferred.

Aufgaben

• Manage customer inquiries via email, chat, and video calls.
• Troubleshoot product-related issues and guide customers to solutions.
• Deliver professional, empathetic customer experiences throughout resolution.
• Document interactions and maintain accurate records.
• Stay up-to-date with product developments and communicate features clearly.
• Collaborate with cross-functional teams on escalated cases.
• Suggest improvements to support processes and resources.
• Develop internal knowledge resources and troubleshooting guides.
• Analyze customer journeys to identify gaps and improvements.
• Maintain high standards of punctuality, accuracy, and time management.
• Support continuous improvement by sharing insights with teams.

Kenntnisse

Technical support

SaaS experience

Troubleshooting

Communication skills

Customer service

Jobbeschreibung

Accountabilities

• Manage customer inquiries: Respond to inbound questions through email, chat, and video calls using platforms such as Google Meet and Zoom, ensuring timely, accurate, and helpful assistance.
• Troubleshoot technical issues: Investigate product-related problems, identify root causes, and guide customers through effective solutions with minimal disruption to their workflows.
• Deliver exceptional customer experiences: Communicate clearly, professionally, and empathetically while ensuring customers feel supported throughout the resolution process.
• Guide customers on product usage: Proactively help customers understand product features, improve their workflows, and make the most of available functionality.
• Document support interactions: Maintain clear and accurate records of customer conversations, technical issues, troubleshooting steps, and resolutions to support continuity and knowledge sharing.
• Stay current with product developments: Keep up to date with new features, enhancements, and functionality to provide accurate guidance and relevant recommendations.
• Collaborate on complex issues: Work closely with cross-functional teams to investigate escalated cases, coordinate resolutions, and maintain high levels of customer satisfaction and retention.
• Improve support processes: Identify recurring issues, service gaps, and opportunities to improve response quality, efficiency, and the overall customer experience.
• Develop support resources: Contribute to internal documentation, knowledge-base articles, troubleshooting guides, and other resources that enable consistent and effective customer support.
• Analyze customer journeys: Conduct touchpoint studies and business case analyses to identify gaps in the service journey and recommend practical improvement strategies.
• Maintain operational standards: Prioritize punctuality, accuracy, responsiveness, and effective time management while meeting established support performance expectations.
• Support continuous improvement: Share customer insights and recurring feedback with relevant teams to help improve product usability, service delivery, and customer outcomes.

Requirements

• Relevant experience: At least three years of experience in technical customer support, with hands-on responsibility for email, chat, and call-based support.
• SaaS experience: Previous experience supporting software-as-a-service products is preferred, particularly in environments where troubleshooting and customer education are essential.
• Technical troubleshooting: Strong analytical and problem-solving skills, with the ability to diagnose technical issues, investigate root causes, and deliver practical solutions efficiently.
• Communication skills: Excellent written and verbal communication, including the ability to explain technical concepts clearly and adapt explanations to customers with different levels of technical knowledge.
• Customer service excellence: A demonstrated commitment to delivering high-quality customer experiences, resolving concerns professionally, and building positive customer relationships.
• Performance orientation: A track record of meeting or exceeding support targets while maintaining consistently high standards of service quality and accuracy.
• Attention to detail: The ability to document interactions accurately, follow established procedures, and manage customer issues without overlooking important information.
• Time management: Strong organizational skills and the ability to prioritize multiple inquiries, manage competing demands, and provide timely responses.
• Independence and teamwork: Confidence working independently while collaborating effectively with colleagues and cross-functional teams to resolve more complex customer issues.
• Continuous learning: A proactive approach to learning new product features, developing technical knowledge, and improving support techniques.
• Process improvement mindset: The ability to recognize recurring issues, analyze customer feedback, identify service gaps, and contribute ideas for improving workflows and documentation.
• Adaptability: Comfort working in a dynamic, fast-growing software environment where priorities, product capabilities, and customer needs may evolve.
• Customer-first attitude: Genuine enthusiasm for helping customers, taking ownership of their concerns, and delivering solutions that create meaningful value.
• Shift flexibility: Willingness to work within a 24/7 support operation primarily aligned with US time zones, including evening and weekend shifts as needed.
• Remote working readiness: Ability to work independently and remain productive in a fully remote environment.

Benefits

• Fully remote work: Work from home anywhere within the role's India-based arrangement.
• Full-time employment: A full-time opportunity within a dedicated customer support team.
• Structured time off: Two days off each week, although these may not always fall on Saturday and Sunday due to the 24/7 support schedule.
• Customer impact: The opportunity to help customers resolve technical challenges and improve their experience with an AI-powered service platform.
• Professional development: Opportunities to strengthen SaaS product knowledge, technical troubleshooting capabilities, and customer success skills.
• Cross-functional collaboration: Work with different teams to resolve challenging cases and contribute to product and service improvements.
• Process improvement opportunities: Participate in initiatives that enhance support workflows, customer journeys, and internal knowledge resources.
• Ownership and growth: Contribute ideas, take responsibility for customer outcomes, and develop within a fast-paced, evolving technology environment.