Senior Customer Support Specialist

About the Role

Join our global team as a Senior Customer Support Specialist, where you'll proactively solve technical challenges, nurture client relationships, and ensure an exceptional support experience for our growing base of software clients. This is an exciting opportunity to deeply impact customer satisfaction and contribute to the success of a customer-centric team.

Responsibilities

• Respond to and resolve customer queries across multiple channels including email, chat, and Twitter.
• Drive the Product Feedback program to advocate for software sellers and incorporate user feedback.
• Increase customer satisfaction and build loyalty through amazing, personal customer support.
• Contribute to Knowledge Bases, FAQs, and Developer Documentation, and innovate on existing processes to identify and resolve inefficiencies.
• Escalate critical support issues to appropriate internal channels and support system-wide status updates.

Requirements

• 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product.
• Proficient English speaker with clear written and verbal communication skills.
• Basic knowledge of HTML, CSS, and JavaScript, with experience using browser developer tools to investigate issues.
• Experience using and testing APIs, as well as providing customer support for API-related queries.
• Comfortable making basic SQL queries.
• Used to working remotely and highly organized in communicating with teams across different time zones.
• Genuinely enjoys interacting with and helping people, seeking to empower and educate customers.
• Brings solutions to the table, and is comfortable discussing technical concepts with both technical and non-technical audiences.
• Committed to continuously improving and shares experiences and feedback to build team skills.

About the Team

As part of a global team of Senior Support Specialists, you will report to a Customer Support Team Lead who empowers team members to have a voice in the department's future. This role requires working standard US hours (EST) five days a week, with weekend coverage on a rotational basis.