Customer Support Specialist
Will you take ownership of customer satisfaction and understand the critical role support plays in building trust and long-term relationships? If you answered yes to these questions, we’d love to hear from you!
- Customer Support Management: Serve as the first point of contact for all customer support requests, providing clear and timely responses to inquiries.
- Issue Triage: Assess and categorize incoming support requests, distinguishing between configuration issues, bugs, and enhancement requests.
- Configuration Support: Resolve configuration-related issues directly, leveraging knowledge of Infodash, SharePoint, Microsoft Teams, our internal Knowledge Base and related tools.
- Bug Escalation: Work with customers to gather detailed information for bug reports, ensuring developers have the context and data they need to address issues efficiently.
- Follow-Up and Communication: Proactively follow up on open issues, keeping customers informed of progress and ensuring nothing falls through the cracks.
- Documentation: Maintain accurate records of support interactions and resolutions in a centralized system for easy reference and reporting.
- Customer Advocacy: Act as the voice of the customer, providing feedback to internal teams to enhance the Infodash platform and overall customer experience.
- Bachelor’s degree in Information Technology, Business, or a related field (or equivalent experience).
- 3-5 years of experience in a customer support role, preferably in a SaaS or technology environment.
- Strong understanding of Microsoft SharePoint, Teams, and related Microsoft 365 tools.
- Excellent written and verbal communication skills, with the ability to build strong relationships with clients and internal teams and explain technical concepts to non-technical users.
- Proven ability to triage issues effectively, prioritize tasks, and follow up to ensure timely resolution.
- Technical aptitude for diagnosing and resolving configuration issues.
- Familiarity with basic troubleshooting techniques and bug-reporting best practices.
- Outstanding organizational skills, attention to detail, and the ability to manage multiple requests simultaneously.
- A customer-first mindset, with a focus on delivering a positive experience at every touchpoint.
- Familiarity with ticketing systems (Jira is a plus).
- Ability to work independently and as part of a team in a fast-paced environment.
- Knowledge of the legal industry and its technological landscape is a plus.
- Openness to working flexible hours (e.g., UTC +0, UTC +5, or UTC -8)