Customer Support Specialist
ArborNote is a SaaS platform built specifically for the tree care industry, helping arborists and tree service companies manage operations. They are seeking a Customer Support Specialist who enjoys learning software deeply, helping customers succeed, and contributing to high-quality support and documentation.
Responsibilities
- Collaborate closely with the Customer Service Department Manager
- Learn all areas of the ArborNote application (mobile & desktop)
- Help create, update, and maintain software usage and end-user documentation (how-to guides, help articles, FAQs)
- Provide customer support via Zendesk, email, phone and in-app chat
- Manage, prioritize, and document support tickets in Zendesk
- Troubleshoot and resolve product issues using strong critical thinking and problem-solving skills
- Help customers with scheduling, proposals, mapping, and work order workflows
- Reproduce reported issues and document findings clearly
- Share customer feedback and recurring issues to improve the product and support resources
Skills
- Strong critical thinking and problem-solving skills
- Exceptional attention to detail and organization
- Excellent written and verbal communication skills
- Ability to work independently while also being a collaborative team player
- Comfortable learning new software and technical concepts
- Customer-focused mindset with empathy and professionalism
- Experience using Zendesk or similar support ticketing systems
- Experience in SaaS customer support or technical support
- Experience with software testing, QA, or documentation
- Experience supporting mobile applications (iOS / Android)
- Experience using Zendesk and Jira
Benefits
- Flexible work environment with room to grow
Company Overview