[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. RemoteHunter operates in the software and customer relationship management industry, focusing on helping businesses grow by providing tools and platforms that support customer engagement and business development. The Customer Support Specialist role is centered on assisting customers with technical and operational issues related to the organization's software, ensuring tailored solutions and maintaining case ownership throughout the support process.

Responsibilities

• Resolve customer issues via chat, email, and phone using internal troubleshooting tools
• Manage case ownership from initial contact through resolution
• Diagnose software problems using in-depth product knowledge and collaborate with product, engineering, and customer success teams
• Identify upgrade opportunities for existing customers
• Report, track, and monitor software bugs and issues
• Participate in ongoing training and development programs
• Work primarily weekday shifts with at least six weekend shifts annually; overtime and holiday shifts optional

Skills

• Comfortable with autonomous learning and investigative problem-solving
• Technical aptitude and familiarity with SaaS concepts
• Interest in developing knowledge of APIs, HTML, and CSS
• Experience or strong interest in customer service and enhancing customer experience
• Strong communication and writing skills, able to be clear, concise, and friendly
• Effective time management and organizational skills
• Willingness to learn and adapt in a fast-changing environment
• Basic understanding of internet and information technology concepts
• Familiarity with online tools such as Google Suite, JIRA, and browser developer tools

Benefits

• Compensation includes base salary, on-target commission (where applicable), and annual bonuses.
• Some roles may be eligible for equity participation and overtime pay.

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