Customer Support Helpdesk Specialist
Core
First point of contact for technical and product-related inquiries, troubleshooting issues, and guiding customers through solutions across phone, email, and chat.
Role type
Customer Support Helpdesk Specialist
Builds
Customer satisfaction and retention by resolving technical issues and educating users on product features
Domain
SaaS / Software Support
Deliverable
client delivery
Required skills
troubleshooting software issues, CRM platform usage, written and verbal communication, problem-solving, customer service, learning new software
Preferred skills
SaaS product support, remote support tools, ticketing systems, Microsoft Office
Responsibilities
Serve as primary contact for inquiries via phone, email, and chat; troubleshoot software and technical issues; educate customers on product features; maintain accurate documentation in CRM; escalate complex issues; gather customer feedback; meet service metrics
Seniority
Mid-level, hands-on IC
