Customer Support Specialist
The Customer Support Specialist (CSS) will be responsible for managing and triaging all requests that come through support. These responsibilities include, but are not limited to
Owning all emails, requests and questions that come through the support channel
Assessing each issue and understanding where it should be escalated
Customer Success Management (CSM) team for customer workflow issues
Product (via Shortcut) for bug or software issues
Performing minor maintenance and correction tasks within the Reconstruct platform
Maintaining a fair understanding of Reconstruct to effectively troubleshoot support issues
Assessing and triaging hardware issues that are sent through support
Providing weekly updates to the Head of Customer Experience and Customer Success Management team on the following
Number of tickets created
Number of tickets closed
Number of open tickets
Provide beta testing for new features released by product
Updating technical documentation as appropriate
Skills Required
Excellent understanding of Zendesk
Excellent technical writing skills
Ability to manage and triage issues
Strong communication skills
Strong technical troubleshooting skills
This position will report to the Head of Customer Experience. There is no anticipated travel associated with this role.
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