Customer Support Specialist

Customer Support & Troubleshooting:

• Resolve customer inquiries quickly across chat, email, and video as tier 1 support.
• Triage and escalate technical issues to Engineering and Product teams.
• Build technical documentation, FAQs, and standard operating procedures.

Enablement & Training:

• Run product demos and answer “how-to” questions for users.
• Empower users to self-serve through documentation and training resources.
• Collect user feedback and communicate insights to Product and Engineering.

Metrics & Reporting:

• Track support metrics like response time, resolution time, and customer satisfaction.
• Surface trends and identify recurring issues for continuous improvement.
• Help define support workflows, ticketing protocols, and escalation procedures.