Customer Support Specialist I
Customer Support Specialist I
Function: Customer Experience
Reports to: Manager, Customer Support
Reviewed: 08.2026
Position Summary:
The Customer Support Specialist provides tier one support for our products with both customers and internal employees. This position involves troubleshooting product software and technical issues for existing customers, becoming a subject matter expert, and providing internal product support when needed.
Our current support hours are 8:00am – 8:00pm ET (potential on-call shift from 8:00pm-11:00pm ET). You must be available to work a shift that falls within those hours. The team will rotate on-call shifts.
Key Responsibilities:
Troubleshoot software bugs and data-related issues for customers.
Troubleshoot technical issues resulting from environmental issues (i.e., network, IIS, virus scanning etc.).
Respond to customer inquiries through the support ticketing system by email, chat, telephone, and meeting software for all products.
Prioritize support cases and inform customers of ticket status, progress, and timelines throughout the process of the ticket.
Collaborate in creating articles to communicate issues, steps to resolve, and tips for customers and internal agent use.
Help customers understand and adopt new software features and enhancements.
Create documentation covering support topics, product enhancements, version upgrades, and other customer-related information.
Develop, review, and maintain knowledge articles that clearly explain issues, resolution steps, and product tips.
Contribute to AI-enabled self-service content that improves access to accurate information for customers and employees.
Skills and Experience Needed:
1-2 years of experience in SaaS-based product support & troubleshooting preferred.
Solid desire to help people and provide quality customer service.
Strong analytical, diagnostic, and problem-solving skills with ability to work independently and can prioritize and handle multiple outstanding tasks.
Ability to work under pressure and a tight schedule.
Capacity to work with cross-functional partners.
Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML.
Strong technical documentation & writing skills.
Skill to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to speak with customers with varying degrees of skill and knowledge.
Preferred:
Competencies:
Accountability
Decision Making
Adaptability
Business Acumen
Collaboration
Leading Change
Creating an Inclusive Environment
Planning & Organizing
Customer Focus
Dealing with Ambiguity