Customer Support Specialist

Job Summary:

We’re looking for a mid-level Customer / Technical Support Specialist who puts customers first and brings strong judgment, empathy, and common sense to every interaction. In this role, you’ll support customers using a complex software platform, troubleshoot issues, and ensure each request is handled efficiently and thoughtfully. This position requires a blend of customer support expertise and software troubleshooting skills.. While formal IT or engineering training is not required, you must be comfortable diagnosing software behavior, asking the right questions, and understanding how technical issues impact customer operations.
This is a fully remote role. Candidates located in Texas are preferred but not required.

Job Description:

Key Responsibilities

· Serve as a primary point of contact for customer support inquiries via ticketing systems, email, phone and other support channels

· Deliver an exceptional, customer-first support experience rooted in empathy, clarity, and common sense

· Troubleshoot and resolve issues within a complex software environment

· Gather, organize, and communicate relevant technical details to development teams when escalation is needed

· Act as a translator between customers and technical teams to ensure clarity, context, and continuity

· Determine when issues can be resolved through support versus when escalation to engineering or development is required

· Document issues, resolutions, and learnings clearly in internal systems and knowledge bases

· Collaborate closely with a small support team and cross-functional partners to ensure smooth issue resolution

· Use AI-powered tools responsibly to improve efficiency while maintaining human judgment and nuance

Required Qualifications

· 3–5 years of experience in a customer support or technical support role supporting software products

· Strong understanding of customer support best practices and ticket management

· Excellent written and verbal communication skills

· Demonstrated ability to troubleshoot software issues and exercise sound judgment

· Customer-first mindset with a strong sense of empathy and accountability

· Experience working with support and business systems such as Jira, HubSpot, and Microsoft Office/365

· Comfort collaborating with technical and non-technical teams

· Practical experience using AI tools to support productivity and communication

Preferred (But Not Required)

· Experience in the surplus, inventory, or asset management industry

· Deeper experience with AI tools, automation, or workflow optimization

· Experience supporting SaaS or enterprise software products

· Location in Texas

Worker Type:

Regular

Number of Openings Available:

1