Support Advisor

Job Description

JOB DETAILS

REQUIREMENTS

• 0–2 years experience in customer support, help desk, SaaS support, or a customer-facing operations role
• Ability to follow defined processes and apply training, policies, and knowledge base guidance consistently
• Strong written communication and professional customer handling skills
• Comfortable learning and using support tools and basic troubleshooting workflows (ticketing system, admin console, browser dev tools basics, logs, exports/reports)
• Comfort working with structured data at a basic level (spreadsheets, filters, simple formulas)
• Familiarity with Google Workspace

RESPONSIBILITIES

• Triage and define tickets by asking strong discovery questions to gather required details and reduce back-and-forth; resolve common issues using established playbooks, macros, and standard troubleshooting steps
• Document cases with clear, concise notes; close the loop with the customer on every interaction
• Meet team response-time and quality standards; expected ticket volume varies by complexity and queue demand
• Communicate clearly and calmly with customers across email, phone, and chat
• Escalate out-of-scope issues with complete context (where it occurs, what’s happening, impact, steps tried, screenshots/logs)
• Use knowledge base articles, macros, and standard tools accurately; flag gaps in documentation or process
• Follow security, privacy, and compliance practices (including HIPAA expectations when applicable)
• Use AI tools responsibly to draft/summarize content with human review and accountability

Are you interested in this position?

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