Customer Support Specialist

About the Role

Join our Customer Support team as a Specialist, where you'll be the front-line hero, ensuring customer satisfaction by expertly resolving software issues and guiding users through our innovative platform. This exciting role offers the chance to develop a deep understanding of our products and collaborate across teams to drive positive customer outcomes.

Responsibilities

• Provide expert technical support to customers, troubleshooting software issues and ensuring a seamless user experience.
• Assist in the setup, configuration, and optimization of our software for new and existing customers.
• Collaborate closely with our development and product teams to identify, report, and resolve software bugs or feature requests.
• Offer training and guidance to customers on best practices for using our software, via email, chat, and virtual meetings.
• Manage and prioritize support tickets, ensuring timely and accurate resolutions.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.

Requirements

• 1-2 years previous experience in a technical support role, preferably within a software startup environment.
• Excellent problem-solving skills with a proactive approach to troubleshooting.
• Strong communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
• Ability to adapt quickly and manage multiple tasks in a fast-paced, evolving environment.
• Experience with structured query language (SQL).
• High level of comfort using LLMs and modern AI tools.

Nice-to-Haves

• Familiarity with SaaS platforms and cloud-based software solutions.
• Experience with customer relationship management (CRM) systems including Zendesk or JIRA.
• Strong understanding of accounting principles and experience with accounting or accounts receivable software.