Client Support Specialist
Core
First-line technical support for hospitality and e-commerce customers, triaging tickets, solving product issues, and documenting steps for escalation.
Role type
Senior IC Client Support Specialist
Builds
Customer support workflows and knowledge base articles
Domain
B2B SaaS / eCommerce / Hospitality Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Zendesk, Jira, DataDog, browser developer tools, log analysis, PDF conversion, SOP creation, ticket triage, technical troubleshooting, documentation
Preferred skills
Hospitality or hotel technology background, PMS/eSign/ePay systems experience
Technologies
Zendesk, Jira, Confluence, DataDog
Responsibilities
Handle inbound tickets via email/web/phone, troubleshoot technical issues using logs and developer tools, contribute to macros and Help Center articles, partner with Tier-2 and Engineering on escalations, identify bugs and process inefficiencies, provide clear replication steps and documentation for escalations
Seniority
Mid-level, hands-on IC
