Customer Support Specialist
Jobtome
Company:
Our client is a leading provider of org chart automation and workforce planning software that empowers HR professionals and the people leaders they support. To support our fast-growing team, we are hiring a Software Support Specialist who enjoys solving problems, helping customers succeed, and working closely with a team that cares deeply about the product and the people who use it.
In this role, you will work directly with customers to help them get the most value out of our client's SaaS platform. You will troubleshoot issues, guide users through configuration and best practices, and partner with internal teams to improve both the product and the customer experience.
This is a hands-on role in a collaborative team where curiosity, ownership, and a growth mindset are valued. If you enjoy technology, learning new systems, and turning complex problems into clear solutions for customers, you will thrive here.
Key Responsibilities:
- Provide technical support for web-based platform, helping customers resolve issues and use the product effectively
- Work directly with customers to configure our product and guide them through best practices for importing and managing organizational data
- Investigate and resolve support tickets with a focus on timely, thoughtful communication and a positive client experience
- Collaborate with internal teams to escalate and resolve complex issues
- Identify patterns in support requests and provide feedback that helps improve the product and documentation
- Contribute to internal knowledge bases and help refine support processes as the company grows
Qualifications:
- 2+ years of experience supporting web-based applications or SaaS platforms
- Strong troubleshooting skills and the ability to diagnose technical issues clearly and efficiently
- Comfort working directly with customers and explaining technical concepts in a clear, approachable way
- Curiosity and a growth mindset, with the ability to quickly learn new technologies and systems
- Self-motivation and ownership in identifying problems and improving processes
- Strong collaboration skills and the ability to work across teams to find solutions
- Sound judgment and attention to detail
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