Customer Support Specialist

Summary

Join our team as a detail-oriented Support Specialist, handling inbound customer inquiries via email, text, chat, and phone. You will be the first point of contact, troubleshooting issues, answering questions, and escalating complex problems. The ideal candidate has experience with JIRA and call/chat queues in a fast-paced environment. Strong communication and problem-solving skills are essential. The position is fully remote, with a Friday-Tuesday work schedule (Wednesday and Thursday off). US-based candidates are required, with East Coast time zones preferred. We offer a comprehensive benefits package including 100% employer-covered health care, a 401k with company match, and unlimited PTO.

Requirements

• 1+ years of experience in a customer support or helpdesk role, preferably in a Tier 1 capacity
• Experience handling customer inquiries via phone, email, chat, and text
• Ability to multitask and manage multiple tickets in a fast-paced environment
• Strong problem-solving skills and attention to detail
• Excellent verbal and written communication skills
• Ability to remain patient and professional in challenging customer interactions
• Availability to work a Friday to Tuesday schedule with Wednesday and Thursday as weekly days off

Responsibilities

• Respond to customer inquiries via email, text, and phone calls in a professional and timely manner
• Action support tickets by troubleshooting issues, providing solutions, or escalating to Tier 2/3, as needed
• Work within a call and chat queue, answering and responding to customer inquiries efficiently while maintaining high service levels
• Document all interactions and resolutions accurately within JIRA or the designated ticketing system
• Follow established support protocols and contribute to process improvements
• Collaborate with cross-functional teams to ensure seamless customer support and issue resolution
• Maintain a positive and empathetic attitude while assisting customers, ensuring a great customer experience
• Assist in identifying common issues and providing feedback to improve knowledge bases and FAQs
• Other duties as assigned

Preferred Qualifications

• Familiarity with JIRA or other ticketing systems is preferred
• Experience working within a call and chat queue is a plus
• Basic technical troubleshooting experience is a plus

Benefits

• 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision)
• Retirement Plan (We offer a 401k with 4% company match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays)
• Parental Leave for both caregivers
• Annual Events & Meetups
• Work From Home (Fully Remote Team)
• Stock Option Plan
• Learning & Development Opportunities