Support Specialist

Summary

Join Backlight's Support team as a Support Specialist and deliver exceptional customer support. You will be the first point of contact, ensuring customer satisfaction by addressing inquiries, troubleshooting issues, and escalating complex cases. Responsibilities include managing support requests, updating customers on ticket progress, and collaborating with other teams to resolve technical problems. You will also identify areas for documentation improvement and contribute to process enhancements. This full-time role requires evening shifts to support global users, with a preference for either Tuesday-Saturday or Monday-Friday evenings. The ideal candidate possesses strong technical skills, excellent communication abilities, and a passion for customer success.

Requirements

• Understanding of SaaS software and relevant technologies
• Interest in and ability to learn new technical concepts
• Experience in documentation methodologies
• Experience using a support-desk software (Zendesk a plus)
• Comfortable with terminal and CLI tools
• Basic understanding of HTML, APIs, programming and scripting
• You’re comfortable with and excel working autonomously
• You work with a sense of urgency, understanding our customers critical workflows
• Passion for engaging with customers and a desire to help them succeed

Responsibilities

• Provide timely, helpful support to Backlight customers as the first point of contact on the support team
• To offer timezone-based support for Tier 1 issues, swiftly managing escalations and maintaining clear communication with internal and external teams
• Document, troubleshoot, and resolve product-related support requests
• Effectively manage an incoming ticket queue along with your ticket assignment queue, providing updates on open tickets to customers
• Develop product expertise by partnering closely with Tier 2 support, Engineering, and Product teams to troubleshoot and escalate complex technical issues
• Identify and record documentation improvement opportunities through support requests where documentation is insufficient or missing
• Drive continuous improvements to hit target metrics such as CSAT time to resolution, SLAs, etc

Preferred Qualifications

Previous experience with streaming technologies a plus