[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Wayvia is a company that helps global brands connect with their shoppers using AI, data, and innovation. The Customer Support Specialist is responsible for managing incoming customer support issues, ensuring timely resolution and exceptional service for Wayvia products and services.

Responsibilities

• Respond to customer support issues and resolve them per SLAs
• Communicate professionally with customers according to PriceSpider standards
• Work cross-functionally to resolve issues promptly
• Escalate issues when necessary
• Manage inbound communication via telephone, email, support tickets, and customer portal
• Utilize knowledge of Wayvia products to resolve issues independently
• Guide customers on product benefits and enhancements
• Assist with reports and metrics
• Recommend best practices to customers
• Identify and communicate root cause issues professionally
• Convey support team needs and issues cross-functionally
• Recommend patterns of issues for the product roadmap
• Contribute to high-priority issues
• Adhere to customer support best practices and policies

Skills

• Associate's degree (Bachelor's preferred)
• Experience in a customer-facing role
• 0-2 years of experience
• Basic knowledge of customer support software (e.g., Zendesk, Freshdesk)
• Strong communication, organizational, and time management skills
• Proven troubleshooting ability
• Experience working cross-functionally with technical teams
• Experience with Jira, SQL, and Microsoft Office

Benefits

• Flexible work-from-home arrangements
• 401K Match
• Flexible vacation
• Medical/Dental/Vision
• 16 weeks of paid parental leave (US)
• Technical stipend
• Professional development programs
• Wellness programs

Company Overview