Support Specialist
Core
First-line support for SaaS customers via email, chat, phone, and Zoom, focusing on troubleshooting, onboarding, and knowledge base creation.
Role type
Support Specialist (IC)
Builds
Customer-facing support documentation, training videos, and onboarding workflows
Domain
Vertical SaaS (Trucking/Logistics)
Required skills
technical troubleshooting, written and verbal communication, customer empathy, analytical mindset, multitasking, process documentation
Preferred skills
SaaS support experience, Intercom familiarity, trucking/logistics industry knowledge
Technologies
Intercom, Zoom
Responsibilities
Serve as first line of support across multiple channels; troubleshoot and resolve customer issues; maintain and expand knowledge base with articles and videos; assist with customer onboarding and account setup; document workflows and escalate technical requests
Seniority
Junior to Mid-level, hands-on IC
