Remote job
Customer Support Specialist (Pacific time zone)
Job details
About this role
Role overview
Provide front-line technical support to customers using software for critical infrastructure. You’ll investigate incoming issues, coordinate with engineering when problems need deeper investigation, and help improve the team’s support practices.
Responsibilities
- Respond to customer questions and issues, mainly through email cases and occasionally by phone. - Troubleshoot technical problems, identify likely causes, and guide customers toward a resolution. - Reproduce bugs and document unresolved or complex issues for engineering teams. - Track support performance, including customer satisfaction, first response time, and resolution time. - Maintain support documentation and processes, and coordinate with customer-facing and engineering colleagues. - Explain technical information clearly to customers with different levels of technical knowledge.
Requirements
- At least 3–4 years of customer or technical support experience. - Strong troubleshooting skills and ability to learn unfamiliar software. - Experience tracking issues and reproducing bugs with Jira. - Clear written and verbal communication, plus experience maintaining support documentation. - Proficiency with Microsoft 365 and the ability to prioritize multiple open cases. - A customer-focused approach and sound problem-solving skills.
Nice to have
- Experience with Salesforce case management or Service Cloud. - Familiarity with Confluence or AI tools.