Job
Core
First point of contact for customer queries and technical issues, resolving problems via ticketing systems and coordinating with internal teams.
Role type
Technical Customer Support Specialist
Builds
Customer support operations and issue resolution workflows
Domain
B2B SaaS / CRM & VOIP
Deliverable
client delivery
Required skills
Technical troubleshooting, data entry, ticketing system management, shift work adaptability, basic IT knowledge
Preferred skills
Help desk experience, eagerness to learn new systems
Responsibilities
Monitor and resolve technical issues via ticketing, Skype, Slack, email, and phone; coordinate with internal departments to assist clients; analyze customer symptoms to determine underlying problems; transfer reproduction steps to engineering teams; improve customer experience and team processes.
Seniority
Junior, entry-level IC