Customer Support Specialist I
Job Summary:
As a Customer Support Specialist, you will be the first line of support for our SaaS customers, helping them get the most value out of our platform. You will handle a variety of inquiries and technical issues, ensuring customers receive fast, friendly, and effective assistance. You will work across multiple channels—email, chat, phone, and our ticketing system—to resolve issues and contribute to an exceptional customer experience.
This position combines technical and soft skills while contributing to cross-functional collaboration to ensure a seamless digital experience for our customers.
Key Responsibilities:
Serve as the primary point of contact for customer inquiries via mPulse Customer Community, email, chat, phone, etc
Troubleshoot and resolve minor technical issues related to the platform
Provide guidance and education to customers on how to use the product effectively
Manage customer tickets using Salesforce and JIRA
Escalate complex issues to Engineering, Product, or higher-level support as needed
Partner with internal teams to communicate customer feedback and identify opportunities for product and process improvements
Maintain a deep understanding of the product and continuously stay updated on new features and enhancements
Meet or exceed KPIs, such as first response time, turnaround time, and customer satisfaction (CSAT)
On call rotation requirements
Participate in proactive monitoring and take corrective actions as outlined in the SOP
Qualifications:
1–3 years of experience in customer support, preferably in a SaaS environment
Strong technical troubleshooting skills and ability to learn new technologies quickly
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced, high-growth environment
Experience with CRM and ticketing tools such as Salesforce
Empathy, patience, and a genuine desire to help customers
Strong problem-solving and critical thinking skills
Preferred Qualifications:
Experience supporting B2B SaaS products
Familiarity with MS excel, APIs, integrations, and basic technical concepts
Experience writing or contributing to support documentation or help centers
Familiarity with remote work tools such as Slack, Zoom, Teams, Confluence