Customer Support Specialist

About the role

We are seeking a proactive, customer‑focused Customer Support Specialist to join our fully remote team. You will be the first point of contact for users of our customized software platform, providing timely, professional assistance via email, live chat, and phone. Your goal is to resolve issues, guide customers through product features, and help them extract maximum value from our solutions.

Key responsibilities

• Deliver exceptional support through email, live chat, and phone.
• Troubleshoot basic technical problems and walk customers through step‑by‑step solutions.
• Educate users on product features, best practices, and optimal platform usage.
• Document interactions, issues, and resolutions accurately in the ticketing system.
• Escalate complex technical cases to Product, Engineering, or Technical teams.
• Follow up to ensure full resolution and maintain high customer satisfaction.
• Collect feedback, identify recurring issues, and suggest product improvements.
• Collaborate with cross‑functional teams to enhance the overall user experience.

Required profile

• Excellent written and spoken English communication skills.
• Strong customer‑service mindset with empathy, patience, and a solution‑oriented attitude.
• Ability to work independently in a remote environment while managing priorities and deadlines.
• Previous experience in customer support, technical support, SaaS, or a technology‑related setting is a plus.
• Familiarity with help‑desk, ticketing, and CRM platforms.

Required skills

• Experience with the JoBase software platform (or ability to learn it quickly).
• Proficiency in using help‑desk or ticketing systems.
• Knowledge of CRM platforms and common communication tools (email, live chat, phone).