Customer Support Specialist
Core
First point of contact for clients, resolving or triaging customer queries and complaints via email, phone, chat, and ticketing systems to ensure high satisfaction and trust.
Role type
Customer Support Specialist (SaaS)
Builds
Digistorm Websites, Digistorm Funnel, Digistorm Apps, and related K-12 school community tools
Domain
EdTech / K-12 School Information Systems
Deliverable
client delivery
Required skills
technical troubleshooting, remote work technologies, written and verbal English communication, prioritization, time management, autonomous work, knowledge base maintenance, bug logging
Preferred skills
K-12 private school sector knowledge, SaaS product knowledge, technical documentation experience
Technologies
ticketing systems, chat platforms, phone systems, screen sharing tools, meeting applications
Responsibilities
Interact directly with customers via multiple channels to deliver technical support; manage and prioritize multiple open cases simultaneously; diagnose root causes of technical problems; analyze requests and guide clients to self-service solutions; track cases to resolution within SLA guidelines; collaborate with Level 2 support teams for escalations; update internal and external knowledge bases; log system bugs for the product team.
Seniority
Junior to Mid-level, hands-on IC