Customer Support Specialist
Hybrid
Core
Own the support queue and first response to product questions, troubleshooting known issues and routing deeper failures to Technical Support Engineers.
Role type
Customer Support Specialist (L1)
Builds
Customer support workflows and self-service help content
Domain
AI agents / SaaS
Deliverable
dashboards & analysis
Required skills
Triage chat and email requests, Reproduce known issues, Capture steps and context, Prioritize a busy support queue, Write useful customer updates
Preferred skills
Software support experience, Familiarity with ticketing tools, Experience with knowledge-base documentation
Responsibilities
Triage chat and email requests by urgency, Explain supported workflows and provide guidance, Escalate technical issues with reproducible context, Turn recurring answers into help content
Seniority
Individual Contributor
