Customer Support Specialist

Job Description

REQUIREMENTS

• SaaS Support Experience: 2+ years in a contact center or technical support role, specifically within the SaaS industry.
• Proficiency with Zendesk(or a similar CRM) is required. You must be comfortable navigating deep ticket histories and utilizing macros efficiently.
• A positive mindset toward the evolution of AI in the workplace and a proven ability to learn new software platforms quickly.
• Excellent verbal and written English. You can translate technical concepts into simple, friendly instructions for non-technical users. (Fluency in Spanish is a major plus!)
• Associate’s degree or higher is preferred.

RESPONSIBILITIES

• Multichannel Inbound Support: Provide expert assistance via live chat, email, and phone. Inbound phone support can account for up to 80–100% of your daily activity to meet the needs of the business.
• Efficiency & Quality: Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores.
• AI-Augmented Workflow: Work alongside our AI agents, who handle initial triage. You will step in to manage complex human interactions and ensure a seamless customer journey.
• Problem Solving: Go beyond the script to troubleshoot software bugs and navigation issues. You will be the “power user” of the CE Broker platform.
• Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience.
• Process Improvement: Collaborate with the team to enhance our internal knowledge base and streamline support documentation.

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