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Support Specialist I

Customer SupportCustomer SupportFull TimeRemoteTeam 51-200H1B No SponsorCompany Site LinkedIn

Location

California

Posted

51 days ago

Salary

$50K - $60K / year

High School2 yrs expEnglish

Job Description

• Identify and troubleshoot common client incidents. • Research issues using CRIO resources and test solutions in sandbox environments. • Document incidents, workarounds, and resolutions for future reference. • Escalate complex technical issues as needed. • Work with Customer Experience (CX) teams to highlight critical client concerns. • Coordinate with the Product Team to escalate support tickets requiring Engineering intervention. • Develop expertise in CRIO systems, completing all required modules and certifications. • Reference standard operating procedures (SOPs) to guide client interactions. • Provide client support via LiveChat, email, and direct communication. • Engage in internal communications via Slack, email, meetings, and JIRA boards. • Continuously refine customer engagement and troubleshooting communication skills.

Job Requirements

2-5 years of experience in Technical Support, Customer Support/Success
Demonstrated career progression, including leadership impact
Enterprise (B2B) Client Support experience with a SaaS product; ideally in IT/Healthcare IT landscape
A strategic thinker with strong analytical and research skills who can use data and resources to find solutions
Strong organizational and time management skills.
Flexible schedule
Experience working with offshore support resources preferred
Highly self motivated
Has worked with remote teams and effective communication in a digital/remote landscape
Excellent written and verbal communication abilities.
Ability to multitask and work efficiently in a team-oriented environment.

Benefits

Work from anywhere
Unlimited PTO
401k company match
Healthcare
Dental
Vision (Company Paid 100%)
Life insurance
Professional development
Work From Home Expense Reimbursement

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