Customer Support Specialist II

📋 Description

• Provide excellent customer service through chat, email, and calls with customers.
• Diagnose and resolve technical software issues through real-time troubleshooting.
• Manage 5+ concurrent chats while ensuring quick response times and maintaining quality and high
• Identify upsell opportunities and connect customers with solution specialists.
• Accurately document and track bug reports, feature requests, and support issues.
• Own and resolve customer inquiries end-to-end, looping in developers or senior team members when

🎯 Requirements

• 2+ years of customer or technical support experience in SaaS or B2B, ideally in a chat-based
• Strong communicator who can explain complex ideas simply, read the room, and adjust your approach
• Tech-savvy with strong technical troubleshooting skills; comfortable navigating support tools
• Excellent time management and multitasking abilities - managing your queue of chats, scheduled
• True team player who's not afraid to jump in midstream or collaborate on a chat when it helps
• Adaptable and proactive; take the initiative to stay informed, approach changes methodically, and

🎁 Benefits

• Medical, dental, and vision insurance
• Employer-paid life insurance
• Employer-paid short & long-term disability
• Target bonus based on a percentage of base salary, tied to individual and company performance
• Stock options for all full-time employees
• Unlimited vacation and sick time