Customer Support Helpdesk Specialist

## Responsibilities - Serve as the primary point of contact for customer inquiries via phone, email, and chat. - Troubleshoot software and technical issues while providing timely, effective solutions. - Educate customers on product features and best practices to help them maximize value. - Maintain accurate documentation of customer interactions and support cases within the CRM. - Escalate complex technical issues to the appropriate internal teams when needed. - Follow support cases through resolution while keeping customers informed throughout the process. - Gather customer feedback and identify opportunities to improve products and services. - Deliver an exceptional customer experience that drives satisfaction and retention. - Assist with additional customer support initiatives as needed. - Collaborate cross-functionally with internal teams to resolve issues efficiently. - Meet established service metrics, including response times, case resolution, and customer satisfaction goals. - Participate in regular coaching, training, and performance development. - Contribute to a collaborative, team-oriented culture focused on continuous improvement. ## Requirements - 2–4 years of customer support experience via phone, email, or chat. - Experience troubleshooting software or technical issues. - Experience using a CRM platform (Salesforce, Zendesk, or similar preferred). - Strong written and verbal communication skills. - Excellent problem-solving and customer service skills. - Comfortable learning new software and technologies. ## Nice to Have - Experience supporting SaaS or software products. - Familiarity with remote support tools and ticketing systems. - Proficiency with Microsoft Office applications. ## Benefits Eligible employees receive a comprehensive benefits package that includes medical, dental, vision, paid time off, retirement savings options, and additional programs designed to support employees' overall well-being. Please mention the word **INGENUITY** and tag RMmEwMTo0Zjg6MWMxNjplZThlOjox when applying to show you read the job post completely (#RMmEwMTo0Zjg6MWMxNjplZThlOjox). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.