Customer Support Specialist

New

Skills

CRM Systems Customer Support Feedback Analysis Intercom JIRA Knowledge Base Development SaaS Solutions Salesforce Technical Troubleshooting Zendesk

As a Customer Support Specialist at Envoy, you will be the first point of contact for our customers, managing their inquiries and ensuring timely resolutions. You'll utilize your troubleshooting skills and product knowledge to help clients effectively navigate our software and hardware solutions. This role is crucial in building a robust knowledge base and providing feedback to enhance our offerings.

Key Responsibilities
  • Manage inbound customer communications from initial contact to resolution.
  • Leverage troubleshooting skills to resolve issues within SLAs.
  • Develop a comprehensive knowledge base on Envoy’s software, hardware, and connectivity.
  • Provide feedback to internal teams regarding customer trends.
  • Engage in additional support tasks, such as bug reporting and content development.
  • Participate in Sunday on-call rotation (2 hours) every 8-12 weeks.
Required Skills & Qualifications
  • BA/BS degree or equivalent experience.
  • 3+ years in a Customer Support role with technical troubleshooting.
  • Prior B2B experience with enterprise SaaS solutions.
  • Experience with JIRA for issue tracking.
  • Familiarity with Intercom, Salesforce, Zendesk, or other CRM systems.
  • Outstanding technical communication skills.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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