Customer Support Specialist

Customer Support Specialist Overview:

The Customer Support Specialist is a critical member of our customer success team, responsible for ensuring that our users have a seamless experience with our software platform. In this role, you will serve as the first point of contact for customers, managing both phone-based inquiries and a ticket queue system. Your primary responsibilities include troubleshooting technical issues, providing step-by-step solutions, and escalating complex problems to senior team members when necessary. You’ll work closely with cross-functional teams, including product and development, to ensure timely and accurate resolutions. Strong communication skills, both written and verbal, are essential as you'll need to explain technical information in a clear and customer-friendly manner. 

We expect a high degree of professionalism, empathy, and the ability to remain calm under pressure while juggling multiple priorities. In addition to technical proficiency, you should be committed to continuous learning and staying up-to-date with product updates and industry best practices. The ideal candidate thrives in a fast-paced environment, is adaptable, and has a passion for helping customers succeed with our platform.

Customer Support Specialist Responsibilities: 

• Provide consistently high-quality customer experiences for all Incident IQ customers
• Serve as an initial point of contact for clients, respond to inquiries via email, phone and internal ticketing tools.
• Escalate issues that cannot be immediately resolved and proactively provide updates to customers on open tickets.
• Track progress against milestones and identify any items holding up further implementation.
• Recognize opportunities for process improvement and provide input for proper implementation
• Articulate technical and non-technical information to customers in a simple, clear and concise manner.

Customer Support Specialist Requirements:

• 2+ years of customer support experience in a technical field.
• 2+ years’ experience with inbound and outbound calls.
• Willing to work 11 am - 8 pm shift Monday through Friday
• Excellent verbal and written communication skills and general proficiency in business writing.
• Ability to communicate and develop relationships with all levels of the organization.