Customer Support Specialist - Remote

Overview

The Customer Support Specialist plays a key role on the Customer Success team, acting as the frontline support for all customer questions and technical issues, ensuring a high level of customer satisfaction.

In Short

• Manage a high volume of inbound support tickets, phone calls, and live chat messages
• Answer product-related questions and inquiries in great detail
• Investigate, troubleshoot, document, and resolve technical issues
• Adhere to customer support SLAs for response and resolution times
• Coordinate and lead end-user training sessions
• Fulfill FMX site configuration projects and adhere to completion timelines
• Maintain a high-level of customer satisfaction through professional and courteous service
• Provide product support for the implementation and retention teams as needed
• Develop internal and customer-facing documentation
• Work closely with the Customer Support management team to identify new ways to streamline processes and improve workflow

Requirements

• Passionate about building strong rapport with customers
• Strong problem-solving skills
• Experience in customer support or technical support roles
• Ability to work in a fast-paced, high-energy environment
• Familiarity with customer support tools like Zendesk and Intercom
• Excellent communication skills
• Ability to manage multiple tasks and meet deadlines
• Experience in creating documentation
• Team player with a positive attitude
• Technical aptitude to learn new software quickly

Benefits

• Opportunity to work in a growing team
• Impactful role in customer success
• Professional development opportunities
• Collaborative work environment
• High level of customer satisfaction rating