Customer Support Specialist

Summary

Join PriceSpider as a Customer Support Specialist and provide exceptional service for our products and services. You will manage incoming customer support issues, ensuring timely resolution. Responsibilities include addressing technical queries, guiding customers on product functionality, and resolving issues independently or by escalation. You will communicate professionally with customers, work cross-functionally, and utilize your knowledge of PriceSpider products. The role also involves assisting with reports, recommending best practices, and identifying root cause issues. This position offers a hybrid work arrangement and a competitive salary.

Requirements

• Associate's degree (Bachelor’s preferred)
• Experience in a customer-facing role
• 0-2 years of experience
• Basic knowledge of customer support software (e.g., Zendesk, Freshdesk)
• Strong communication, organizational, and time management skills
• Proven troubleshooting ability

Responsibilities

• Respond to customer support issues and resolve them per SLAs
• Communicate professionally with customers according to PriceSpider standards
• Work cross-functionally to resolve issues promptly
• Escalate issues when necessary
• Manage inbound communication via telephone, email, support tickets, and customer portal
• Utilize knowledge of PriceSpider products to resolve issues independently
• Guide customers on product benefits and enhancements
• Assist with reports and metrics
• Recommend best practices to customers
• Identify and communicate root cause issues professionally
• Convey support team needs and issues cross-functionally
• Recommend patterns of issues for the product roadmap
• Contribute to high-priority issues
• Adhere to customer support best practices and policies

Preferred Qualifications

• Experience working cross-functionally with technical teams
• Experience with Jira, SQL, and Microsoft Office

Benefits

• Flexible work-from-home arrangements
• 401K Match
• Flexible vacation
• Medical/Dental/Vision
• 16 weeks of paid parental leave (US)
• Technical stipend
• Professional development programs
• Wellness programs