Customer Support Specialist

About The Role The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, resolving account, billing, configuration, and product-usage issues across email and chat. The role combines clear customer communication with structured technical troubleshooting. It matters because fast, accurate support protects customer trust, surfaces product defects, and helps the support team scale without sacrificing service quality. Key Responsibilities Resolve customer inquiries across email and chat using a help-desk platform such as Zendesk, Intercom, or Salesforce Service Cloud Troubleshoot login, permissions, integrations, API, browser, and workflow issues using product documentation, logs, and reproducible test cases Reproduce suspected defects and submit complete bug reports with steps to reproduce, expected behavior, actual behavior, screenshots, and relevant account details Escalate complex technical issues to engineering, infrastructure, or security teams while maintaining clear ownership and customer updates Monitor ticket queues and meet response-time, resolution-time, backlog, and customer satisfaction targets Create and improve knowledge-base articles, troubleshooting guides, macros, and internal runbooks Analyze recurring ticket themes and share actionable trends with product, engineering, and customer success teams What We Are Looking For 1-3 years of experience in customer support, technical support, help desk, SaaS operations, or a related customer-facing role Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users Hands-on experience with ticketing and customer communication tools such as Zendesk, Intercom, Salesforce Service Cloud, or similar platforms Working knowledge of web applications, browser troubleshooting, identity and access concepts, APIs, and common SaaS integrations Ability to investigate issues methodically using documentation, logs, screenshots, network details, and basic SQL or JSON when needed Associate or bachelor's degree in information technology, computer science, communications, or a related field; equivalent practical experience accepted Bonus: Experience supporting B2B SaaS products, familiarity with Jira, Datadog, Postman, or SQL, and knowledge of SSO, OAuth, webhooks, or cloud infrastructure