Technical Customer Support

Apideck; United States; On-site; USD 55,000 - 85,000; Full time

Job summary

Apideck is seeking a dedicated Customer Support team member to join our Product department. You will be the first point of contact for our customers, helping with APIs and integrations and gathering feedback to improve our APIs and documentation.

You will respond to inquiries via email, Slack, chat, and phone, troubleshoot technical issues, and escalate complex problems. A SaaS/API background and strong English communication are essential in a fast-paced environment.

Qualifications

• 3+ years of experience in customer support, preferably in SaaS or API-focused environments.
• Experience working with integrations and APIs.
• Strong written and verbal English communication skills.

Responsibilities

• Serve as the first point of contact for customer support inquiries.
• Assist customers in navigating and utilizing APIs and integration solutions.
• Identify, analyze, and resolve technical issues, escalating complex problems.
• Collaborate with the technical team to improve customer experience and product functionality.
• Document and track customer interactions and feedback.
• Contribute to developing support resources and knowledge base articles.

Skills

Customer support

APIs & integrations

Communication skills

Problem-solving

Learning mindset

Tools

Intercom

Slack

Job description

Customer Support Role at Apideck

We are looking for a dedicated Customer Support team member to join our Product department at Apideck. As a Customer Support representative, you will be the first point of contact for our customers, providing timely and effective assistance. Apideck provides a highly technical product being used by product and engineering teams at SaaS companies.

Your responsibilities will include responding to customer inquiries via email, Slack, chat, and phone, troubleshooting technical issues, and escalating complex problems to the appropriate teams. You will also play a key role in gathering feedback from customers to help improve our APIs and documentation.

Requirements

Key Responsibilities:

• Serve as the first point of contact for customer support inquiries.
• Assist customers in navigating and utilizing our APIs and integration solutions.
• Identify, analyze, and resolve technical issues, escalating complex problems as necessary.
• Collaborate with our technical team to enhance customer experience and product functionality.
• Document and track customer interactions and feedback.
• Contribute to the development of support resources and technical documentation such as FAQs and knowledge base articles.
• Continuously learn about new technologies and updates related to our services.

Requirements:

• 3-years+ experience in customer support, particularly in a SaaS or API-focused environment.
• Prior experience working with integrations and APIs
• Strong communication skills, both written and verbal, in English.
• Familiarity with help desk software and customer support tools like Intercom and Slack.
• A strong understanding of APIs and software integration concepts.
• Problem-solving mindset with a customer-centric approach.
• Eagerness to learn and adapt in a fast-paced environment.