Senior Customer Support Specialist

📋 Description

• Independently diagnose increasingly technical issues using analytical thinking skills and
• Respond to customer inquiries and escalations through phone calls and written interactions on
• Escalate tickets to technical resources within Support, Product, or Engineering and manage customer
• Recognize recurring patterns in customer issues and advocate for improvements to CX Operations and
• Participate in retroactive issue reviews and root cause analyses.
• Manage ticket hygiene and administrative tasks.

🎯 Requirements

• Minimum 2+ years of experience owning complex customer problems end-to-end.
• Relevant backgrounds include technical support, customer success, implementation, IT, QA, or
• Direct experience with online ordering, payment integrations, POS systems, or marketing automation
• Proficient with diagnostic tools such as Postman, Sumo Logic, system logs, and remote session tools.
• Working knowledge of customer support ticketing systems like Zendesk and JIRA.
• Experience contributing to internal knowledge bases and documentation.