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Customer Support Specialist
Admin / SupportNew York City, NY Direct Hire
Our New York City based client, a rapidly growing SaaS/ software/ technology startup with substantial funding, is seeking a Customer Support Specialist to join their team. This position is entirely remote and offers an exciting opportunity to work with a dynamic company. As a Customer Support Specialist, you will engage directly with customers, primarily through email and their Zendesk ticketing system, to address inquiries and resolve payment and service-related issues.
Responsibilities:
- Provide prompt, accurate, and courteous responses to customer inquiries via email using Zendesk.
- Investigate and resolve technical issues by meticulously troubleshooting, reproducing problems, and devising creative solutions to unblock customers.
- Develop expertise in the company’s products and features.
- Escalate defects to Product Support Engineers when necessary.
- Act as the voice of the customer by identifying areas for product improvement and ensuring new products are user-friendly, contributing to long-term success.
- Continuously monitor real-time customer trends and propose innovative solutions proactively.
- Identify opportunities and implement solutions to enhance the team’s internal tools and processes.
- Contribute to the creation and maintenance of troubleshooting playbooks to facilitate issue resolution.
- Share knowledge through mentorship, collaboration, and documentation to support the team and the company’s growth and success.
Requirements:
- A bachelor’s degree is a requirement.
- Prior experience of 2+ years supporting a web-based application as a Customer/Product Support Specialist.
- Previous experience using Zendesk (or Salesforce Service Cloud), Jira, or similar issue-tracking software.
- Preferred experience with high-growth companies that offer web-based/SaaS applications targeting Prosumers or SMBs.
- Effective and polished communicator with a high level of energy and enthusiasm for the role and the company.
- Adept at understanding APIs, web services (JSON), and related technologies.
- Strong attention to detail and organizational skills.
- A self-motivated and proactive team player with a creative mindset and the belief that the team’s collective effort is greater than the sum of its parts.
- Demonstrates a deep passion for customer support and its role in fostering a customer-centric team’s success.
- Takes ownership and initiative, willing to go the extra mile to get things done even beyond the job description.
- Metrics-driven with experience analyzing KPIs to identify valuable insights based on user behavior.
Comp: $65,000-$140,000 (base, depending on experience)