Customer Support Specialist
Core
First point of contact for customers, managing support cases from investigation to resolution across multiple channels for a health and safety management SaaS platform.
Role type
Customer Support Specialist
Builds
Solv, a modern health and safety management platform
Domain
Health, Safety, Compliance, SaaS
Deliverable
client delivery
Required skills
case management, troubleshooting, technical communication, stakeholder collaboration, documentation, training facilitation, data analysis
Preferred skills
familiarity with Workers Compensation, Occupational Health & Safety, Injury Management
Technologies
Salesforce, Zoho, online support systems
Responsibilities
Manage high volume of support cases ensuring timely resolution; troubleshoot and resolve customer issues; guide customers on platform functionality; facilitate customer training sessions including webinars; identify recurring issues and feedback for product enhancement; maintain service levels and compliance with security/privacy requirements.
Seniority
Junior to Mid-level, hands-on IC