Customer Support Specialist

Role Overview:

As a Support Specialist, you’ll be the first point of contact for our customers, providing exceptional online and phone support. Your goal will be to help users navigate our platform, troubleshoot issues, and ensure customer satisfaction with every interaction. This is a critical role in ensuring our customers get the most out of our platform..

Responsibilities:
• Provide timely and professional support via online chat, email, and phone during USA / EST business hours.
• Troubleshoot and resolve basic technical issues related to our SaaS platform.
• Guide customers on how to effectively use our software to meet their needs.
• Escalate complex issues to the appropriate teams and follow up to ensure resolution.
• Document customer inquiries, reported issues, and solutions in our support system.
• Collaborate with internal teams to identify recurring issues and improve customer experience.
• Proactively share feedback from customers to help improve the product and support processes.

Qualifications:

• Previous experience in customer support, preferably in a SaaS or tech environment.
• Strong communication skills in English, both written and verbal, with a friendly and professional demeanor.
• Comfortable providing phone support and engaging with customers directly.
• Strong problem-solving skills and the ability to think critically under pressure.
• Tech-savvy with the ability to quickly learn new software and tools.
• Experience using support tools like Zendesk, Intercom, or similar platforms is a plus.
• A customer-first mindset and a passion for helping others.
• Ability to work independently while collaborating with a remote team.

What We Offer:

• Competitive salary.
• Flexible remote work environment.
• Opportunities for growth and advancement within the company.
• Comprehensive training and ongoing support to help you excel in your role.
• A collaborative and inclusive company culture.

About Us:

We are a new, fast-growing SaaS company dedicated to providing seamless, intuitive online ordering solutions for businesses of all sizes. Our platform helps businesses streamline their operations and deliver exceptional customer experiences. Join our dynamic team and be part of a company that values innovation, collaboration, and outstanding customer support.