We’re looking for enthusiastic, customer-focused individuals to join our growing support team. This is an excellent opportunity to gain meaningful experience in cloud-based software support while helping customers succeed.
As a Customer Support Specialist, you’ll spend approximately 75% of your time providing technical support to customers and 25% helping with customer onboarding and training. You’ll be the main point of contact for customers working with our cloud-based platform, assisting with software, account, payment, hardware, and integration-related questions.
Primary Responsibilities:
Customer Support — 75%
Serve as the primary point of contact for customers through chat, email, and phone.
Troubleshoot software, account, payment, hardware, and integration-related issues.
Provide clear guidance to customers with varying levels of technical knowledge.
Support hardware and peripherals, including printers, scanners, and payment terminals.
Assist customers with website, e-commerce, and third-party integration questions.
Educate customers on platform features, functionality, and best practices.
Take ownership of customer issues from initial contact through resolution or escalation.
Analyze issues, gather information, troubleshoot systematically, and determine next steps.
Escalate complex technical or account issues to the appropriate internal team while maintaining customer communication.
Document customer interactions, troubleshooting steps, resolutions, and follow-up requirements.
Handle customer complaints professionally, de-escalate situations when necessary, and work toward effective resolutions.
Collaborate with internal teams to resolve customer needs.
Communicate recurring customer issues and feedback to appropriate internal teams.
Develop working knowledge of the cloud-based platform and related business operations.
Identify opportunities to recommend additional products or services that may benefit customers.
Assist with support-related projects, process improvements, and documentation as assigned.
Customer Onboarding & Training — 25%
Assist new customers throughout the onboarding process to help them successfully implement and start using the platform.
Guide customers through system setup, configuration, and initial product adoption.
Conduct customer training sessions covering core features and workflows.
Provide individualized training based on a customer’s business model, needs, and technical experience.
Educate customers on best practices for using the platform to manage day-to-day operations.
Help customers understand relevant integrations, payment solutions, hardware, and additional services.
Identify areas where customers may need additional training or support and provide appropriate follow-up.
Assist customers in resolving setup or configuration issues encountered during onboarding.
Document onboarding activities, customer needs, training provided, and outstanding follow-up items.
Communicate customer needs or implementation concerns to the appropriate internal teams.
Help transition customers from onboarding into ongoing support by ensuring relevant information is documented and communicated.
Assist with developing and improving onboarding and training materials, documentation, and processes.
Assist with training existing customers when new products, features, or system changes are introduced.
Skills/background needed:
Customer-focused, positive, and collaborative approach.
Strong troubleshooting and problem-solving skills.
Excellent written, verbal, and interpersonal communication skills.
Ability to explain technical concepts clearly to non-technical customers.
Strong presentation and training skills.
Ability to adjust communication and training style based on customer needs and experience level.
Strong attention to detail and ability to manage multiple priorities.
Excellent organizational and time-management skills.
Ability to manage customer expectations and remain professional in challenging situations.
Strong sense of ownership, accountability, and follow-through.
Comfortable working independently while contributing effectively to a small team.
Willingness and initiative to learn new technologies, products, and responsibilities.
Strong computer skills and ability to quickly learn new software and systems.
Experience with support and business tools such as team chat apps, CRM systems, Microsoft Word, Microsoft Excel, Microsoft Teams, or similar platforms is helpful but not required. We provide full training on all tools you’ll use.
Minimum qualifications:
4+ years of customer support, technical support, cloud-based software support, onboarding, training, or a related customer-facing technology role.
Experience troubleshooting computer software or cloud-based applications.
Experience working in a support center, helpdesk, or technology-focused environment.
Ability to communicate effectively with both technical and non-technical customers.
Ability to conduct customer training and explain software functionality clearly.
Ability and willingness to work Saturdays as part of a rotating schedule.
Ability to participate in an on-call rotation as required.
High school diploma or equivalent; additional education or technical training is a plus.
Rate: Competitive entry-level pay, details shared upon application.
Contract length: Ongoing
Location: Fully remote
We are committed to creating an inclusive workplace that values diverse backgrounds, experiences, and perspectives. All qualified applicants will receive equal consideration for employment.
Ready to get started? Submit your application below.