We are seeking a highly motivated and customer-focused Support Specialist to join our dynamic team in Seattle, WA. In this hybrid role, you will be the first point of contact for our users, providing exceptional support and ensuring a positive experience with our products/services. You will leverage your problem-solving skills to diagnose and resolve technical issues, guide users through functionalities, and contribute to a knowledge base that empowers our customers. This is a full-time opportunity offering a competitive salary range of USD 110,000 – 145,000 / year.
Key Responsibilities:
- Provide timely and accurate technical support to customers via email, chat, and phone.
- Diagnose, troubleshoot, and resolve complex technical issues related to our software/platform.
- Escalate unresolved issues to appropriate internal teams (e.g., engineering, product) with clear and detailed documentation.
- Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles.
- Gather customer feedback and communicate insights to product development teams for continuous improvement.
- Maintain a high level of customer satisfaction through proactive communication and effective issue resolution.
Requirements:
- 2+ years of experience in a customer support or technical support role, preferably in a tech-driven environment.
- Strong technical aptitude and ability to quickly learn new software and systems.
- Excellent verbal and written communication skills with a clear, empathetic, and professional demeanor.
- Proven ability to troubleshoot and resolve complex problems systematically.
- Familiarity with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Ability to work independently and as part of a collaborative team in a fast-paced, hybrid work environment.
What We Offer:
Beyond a competitive salary, we provide a comprehensive benefits package designed to support your health, well-being, and professional growth. This includes generous paid time off, health, dental, and vision insurance, a 401(k) retirement plan with company match, and opportunities for continuous learning and career development. Our hybrid model offers flexibility, blending in-office collaboration with remote work, fostering a supportive and innovative culture where your contributions are valued and recognized.
