Technical Support Specialist

Description

The Frontline Customer Support Specialist provides technological support to our customers delivering efficient troubleshooting and queries' resolutions. They will ensure that customers are satisfied while supporting our valued customers’ relationships.

Main Responsibilities

• Acts as the first level of support, who responds to initial technical support inquiries, addresses customers' requests, and ensures follow-ups with clients, resolves issues, and refers complex issues to Advanced Support and/or Engineering teams.
• Provides technical support services to clients, including troubleshooting, problem resolution, and maintenance.
• Provides actionable tips to our customers to solve any similar requests in the future. Provides recommendations and best practices while considering their unique business needs.
• Guides clients towards issue resolution to the best of their knowledge when it has been identified that the source of the issue is not our products.
• Manages clients' requests via our ticketing system, over booked meetings or calls while maintaining quality and addressing the volume.
• Assumes a collaborative role in carrying out technical initiatives or projects via the acquired working knowledge and skills to perform these tasks.
• Helps identify clients that are at risk of churn and clients that present opportunities for expansion and escalates to the Sales team.
• Provides the Product teams with relevant feedback to improve the customer’s product experience.
• Acts as the voice of the customer inside the company.

Requirements

• Experience in a customer support, technical support, or help desk role, ideally in a SaaS environment
• Strong troubleshooting and problem-solving skills, with the ability to diagnose issues methodically
• Excellent written and verbal communication skills
• Comfortable managing a high volume of tickets, calls, and meetings while maintaining quality
• Customer-first mindset with strong empathy and patience under pressure
• Ability to recognize when an issue is beyond scope and escalate clearly and efficiently
• Basic understanding of SaaS products, web applications, and common integrations
• Strong organizational skills and attention to detail
• Team player who can collaborate cross-functionally (Advanced Support, Engineering, Product, Sales)
• Comfortable working with a ticketing system and documenting solutions clearly
• Proactive attitude toward identifying patterns, risks (churn), and opportunities (expansion)