Customer Support Specialist

The Customer Support Specialist (CSS) will ensure that customers receive value from the Qualio platform by addressing their product and technical questions in a timely and effective manner. The CSS will be expected to have a positive attitude and deliver a consistently great experience for new customers. This person is responsible for engaging with customers (primarily through email and chat) to understand and acknowledge their questions or issues, troubleshoot product or technical issues as needed, and to provide answers or resolutions. Since each customer interaction is an opportunity to understand and improve customer health, the CSS is also expected to help identify risks or opportunities in accounts based on these interactions and to share relevant information with other team members. The CSS will research, reproduce and lead complex support cases to resolution with a high sense of urgency and professionalism. They will maintain excellent relationships with CSM Team, Product Management and Development, ensuring all work is customer focused. They will apply in-depth troubleshooting and debugging skills to identify the root cause of issues. They will identify opportunities to improve customer outcomes and experiences through access to training resources, process improvements and/or product enhancements. They will identify risks and opportunities resulting from customer interactions and communicate to other team members as appropriate.