Senior Support Specialist - Remote

Overview

Join our client's team as a Senior Support Specialist and be the frontline of support for a vibrant community. You’ll be the first point of contact across multiple platforms, ensuring every support request is handled swiftly and accurately. Your role will be essential in maintaining seamless communication and a high level of customer satisfaction. If you're passionate about creating a positive support experience and ready to make an impact. Apply now!

In Short

• Triages incoming support requests across channels (e.g. Discord, Telegram, Linear, Slack).
• Categorizes support requests based on urgency and nature.
• Tracks and monitors support tickets to ensure timely resolution.
• Escalates complex issues to senior support staff.
• Documents common issues and solutions in the knowledge base.
• Assists in maintaining internal knowledge base articles and FAQs.
• Identifies recurring issues and provides feedback for improvement.
• Handles escalated and complex support cases.
• Assists in developing and implementing support processes.
• Monitors support metrics and identifies areas for improvement.

Requirements

• Experience in customer support or related field.
• Strong communication skills.
• Ability to work in a fast-paced environment.
• Familiarity with ticketing systems.
• Problem-solving skills.
• Experience with knowledge base management.
• Ability to collaborate with cross-functional teams.

Benefits

• Flexible work schedule.
• Fully remote work setup.
• Competitive salary.
• Opportunity to work in a dynamic industry.
• Supportive team environment.