Customer Support Specialist @ Evolving Intelligence

Job Summary

Role and Responsibilities:

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Assist customers with troubleshooting and resolving technical issues related to the SaaS platform.
• Provide product training and support to customers to ensure they can effectively use the software.
• Document customer interactions and issues in the support ticketing system.
• Work closely with the development team to communicate customer feedback and suggest improvements.
• Assist with onboarding new users and answering technical questions.
• Develop and maintain support documentation and knowledge base articles.
• Ensure customer satisfaction by delivering high-quality support and maintaining a positive customer experience.

Required Skills

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a customer support or technical support role, preferably in a SaaS environment.
• Strong problem-solving skills and the ability to troubleshoot technical issues.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with customer support tools (e.g., Zendesk, Intercom).
• Basic understanding of software development and web technologies.
• Strong organizational skills and attention to detail.

Preferred Qualifications:

• Experience with SQL and basic scripting.
• Knowledge of SaaS products and services.
• Certification in customer support or technical support (e.g., HDI, ITIL).

Benefits:

• Competitive salary.
• Opportunity to work with a dynamic and innovative team.
• Professional development and growth opportunities.
• Flexible work environment.

Location: Remote

Job Type: Full-Time