Customer Support Specialist
Core
Provide high-touch operational support to customers and the sales organization, managing support requests, warranty needs, and SMB opportunities from intake through resolution.
Role type
Senior Customer Support Specialist (Operations)
Builds
Efficient customer support workflows and operational reporting for clients and partners
Domain
Technology solutions / AI / Cloud / Data
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Case management, ticketing systems, CRM, operational tracking, data analysis, Excel, process improvement, stakeholder coordination
Preferred skills
Commercial device support, warranty programs, SMB sales operations, channel sales, service management, PowerPoint, Copilot/AI tools
Responsibilities
Manage intake, coordination, and resolution of customer support and warranty requests; Monitor and escalate open/aging cases; Triage and route SMB opportunities; Maintain operational trackers and generate reporting on volume, status, and trends; Interpret data to identify process gaps and recommend workflow improvements; Partner with customers, sales teams, and partners to ensure timely updates.
Seniority
Mid-Senior, hands-on IC
