User Support Specialist

📋 Description

• Manage our support queue, balancing timely email and phone responses with accurate work, clear
• Investigate app, device, and account issues to find the cause, solve problems, and determine when
• Meet team goals for response times, member satisfaction, and ticket quality while solving issues
• Take ownership of support requests through resolution, effectively managing open tickets, tracking
• Help members through difficult or sensitive situations with empathy, patience, and good judgment.
• Recognize issues that may affect multiple members or need further investigation, gather the key

🎯 Requirements

• Prior experience in customer support or technical support.
• Strong written and verbal communication skills, including the ability to explain technical issues
• Strong problem-solving skills, good judgment, and the ability to stay organized and accurate when
• Open to feedback, willing to learn from mistakes, and comfortable sharing ideas or asking for help.
• Experience using Zendesk or another customer support system.
• Experience using AI tools like ChatGPT, Claude, or Gemini to solve problems or improve daily work

🎁 Benefits

• Compensation determined by job-related skills, experience, and relevant education
• Salary only; equity and benefits not included in posted compensation details