Remote Customer Support Specialist

Summary

Join our global team as a Customer Support Specialist and own the support queue, working with Technical Specialists, Product Managers, Engineers, and engaging directly with customers across multiple product lines.

Requirements

• Previous experience in a similar role within a B2B SaaS environment
• Background in technical troubleshooting
• Able to work in 6.30 PM to 3.30 AM (IST)

Responsibilities

• Actively manage the support queue to answer and resolve Integrate product-related issues
• Answer tickets, prioritize requests, and go above and beyond to help resolve any issues
• Join customer calls to provide input on platform-related issues or questions
• Test possible bugs resulting from cases and be able to replicate issues, using tools such as FullStory
• Collaborate with Product and Engineering with regards to new support tickets submitted to Jira
• Provide testing as needed for specific Integrate product releases
• Populate and update the Integrate Knowledge Base with applicable information and documentation
• Deliver product-related training (working in conjunction with training partners) as needed
• Own projects related to improving our support, processes, and self-service
• Update the pipeline of customer suggestions and feedback to improve Integrate Products