Customer Support Specialist

Title: Customer Support Specialist (Remote)

Location: US


The Customer Support Specialist (CSS) will be responsible for managing and triaging all requests that come through support. These responsibilities include, but are not limited to

  • Owning all emails, requests and questions that come through the support channel
  • Assessing each issue and understanding where it should be escalated
    • Customer Success Management (CSM) team for customer workflow issues
    • Product (via Shortcut) for bug or software issues
  • Performing minor maintenance and correction tasks within the Reconstruct platform
  • Maintaining a fair understanding of Reconstruct to effectively troubleshoot support issues
  • Assessing and triaging hardware issues that are sent through support
  • Providing weekly updates to the Head of Customer Experience and Customer Success Management team on the following
    • Number of tickets created
    • Number of tickets closed
    • Number of open tickets
  • Provide beta testing for new features released by product
  • Updating technical documentation as appropriate

Skills Required

  • Excellent understanding of Zendesk
  • Excellent technical writing skills
  • Ability to manage and triage issues
  • Strong communication skills
  • Strong technical troubleshooting skills

This position will report to the Head of Customer Experience. There is no anticipated travel associated with this role.