Support Specialist - Remote

Overview

As a Support Specialist, you will play a critical role in ensuring excellent customer service and satisfaction. You will be a product expert and provide timely support, advice, and solutions to our customers who face issues or have questions.

In Short

• Respond to customer needs quickly and effectively across multiple channels including phone, email, and community platforms
• Consistently embody the Prepared brand in all customer interactions
• Utilize customer service skills and technical troubleshooting to implement timely solutions
• Maintain individual performance relative to metrics and quality standards
• Operate accurately and efficiently in a fast-paced environment
• Work independently in a remote environment
• Act as an advocate for customers by reporting observed areas for improvement
• Keep up with product and process changes to maintain expertise
• Manage and resolve support requests appropriately
• Assist in maintaining customer-facing documentation

Requirements

• 5+ years experience in customer support
• Experience in a startup with frequent product updates
• Excellent written and verbal communication skills
• Experience interfacing across GTM and engineering teams
• Comfortable with ticketing platforms like Zendesk, Intercom, JIRA
• Detail-oriented and able to work under pressure
• Technically minded with a curiosity for problem-solving

Benefits

• Remote-First Culture
• Medical, Dental, and Vision Benefits
• 401k + Free Financial Advisors
• Monthly Cell Phone Stipend
• Unlimited Time Off + 15 Observed Holidays
• 12 Weeks of Paid Parental Leave
• Visit a PSAP (911 Center)
• WeWork Membership for All Employees
• Annual Company Offsite
• AI Tools like ChatGPT + NotionAI
• $500 Work from Home Budget