Support Specialist - Remote

Overview

As a Support Specialist at Kojo, you will handle inbound support requests via chat and email while building and maintaining our customer-facing knowledge base.

In Short

• Partner with customers to resolve issues through email and chat.
• Maintain knowledge of Kojo to diagnose software issues.
• Help customers navigate Kojo's tools and features.
• Act as a brand ambassador, providing excellent service.
• Provide personalized support through emails and calls.
• Send timely updates and reports to stakeholders.
• Ensure quick response times for customer inquiries.
• Track escalated tickets for timely resolution.
• Identify workarounds and new features for customers.
• Utilize JIRA, Front, and Intercom as tools.

Requirements

• 2 years of professional experience in a customer-facing role, preferably in software or SaaS.
• Demonstrated experience in customer service.
• Ability to work in a fast-paced environment with urgency.
• Understanding of computer systems and troubleshooting.
• Deep understanding of user experience and support resolution.
• Ability to establish trust with stakeholders.
• Effective written communication and listening skills.
• Highly motivated self-starter eager to learn and grow.

Benefits

• Eligible for a new hire equity grant.
• Full suite of perks and benefits for US-based employees.
• Work from home across North and South America.
• Flexible working hours according to local time zone.
• Inclusive workplace valuing diverse perspectives.