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Roles
Compensation
USD 17 - 30
$17.81–$30.85 per hour depending on experience, qualifications, and geographic location. Benefits include medical, dental, vision, paid time off, retirement savings options, and additional programs.
- Salary period
- hourly
- Location basis
- depending on experience, qualifications, and geographic location
Benefits
- Medical
- Dental
- Vision
- Paid time off
- Retirement savings options
- Additional programs designed to support employees' overall well-being
Tech stack
Required
Nice to have
Location
California, United States
Work setup
- Employment
- part-time
- Level
- Senior
- Remote policy
- Fully remote position based in the United States; professional home office environment. Occasional travel for team or company events may be available but is not required.
- Remote scope
- country-limited
- Travel
- Occasional travel for team or company events may be available but is not required.
Role details
Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and chat.
- Troubleshoot software and technical issues while providing timely, effective solutions.
- Educate customers on product features and best practices to help them maximize value.
- Maintain accurate documentation of customer interactions and support cases within the CRM.
- Escalate complex technical issues to the appropriate internal teams when needed.
- Follow support cases through resolution while keeping customers informed throughout the process.
- Gather customer feedback and identify opportunities to improve products and services.
- Deliver an exceptional customer experience that drives satisfaction and retention.
- Assist with additional customer support initiatives as needed.
- Collaborate cross-functionally with internal teams to resolve issues efficiently.
- Meet established service metrics, including response times, case resolution, and customer satisfaction goals.
- Participate in regular coaching, training, and performance development.
- Contribute to a collaborative, team-oriented culture focused on continuous improvement.
Requirements
- 2–4 years of customer support experience via phone, email, or chat.
- Experience troubleshooting software or technical issues.
- Experience using a CRM platform (Salesforce, Zendesk, or similar preferred).
- Strong written and verbal communication skills.
- Excellent problem-solving and customer service skills.
- Comfortable learning new software and technologies.
Application
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- Portfolio
- unclear
- GitHub
- not required
- Cover letter
- unclear
- Apply flow
- external
Company context
- Product
- SaaS or software products
- Industry
- customer support
Description
As a Customer Support Helpdesk Specialist, you'll play a key role in delivering exceptional customer experiences by serving as the first point of contact for technical and product-related inquiries. You'll troubleshoot issues, guide customers through solutions, and ensure they receive timely, accurate, and friendly support across multiple channels. This is an excellent opportunity for someone who enjoys technology, problem-solving, and helping customers succeed. What You'll Do Customer Support - Serve as the primary point of contact for customer inquiries via phone, email, and chat. - Troubleshoot software and technical issues while providing timely, effective solutions. - Educate customers on product features and best practices to help them maximize value. - Maintain accurate documentation of customer interactions and support cases within the CRM. - Escalate complex technical issues to the appropriate internal teams when needed. - Follow support cases through resolution while keeping customers informed throughout the process. Customer Success - Gather customer feedback and identify opportunities to improve products and services. - Deliver an exceptional customer experience that drives satisfaction and retention. - Assist with additional customer support initiatives as needed. - Collaborate cross-functionally with internal teams to resolve issues efficiently. Performance & Collaboration - Meet established service metrics, including response times, case resolution, and customer satisfaction goals. - Participate in regular coaching, training, and performance development. - Contribute to a collaborative, team-oriented culture focused on continuous improvement. Qualifications Required - 2–4 years of customer support experience via phone, email, or chat. - Experience troubleshooting software or technical issues. - Experience using a CRM platform (Salesforce, Zendesk, or similar preferred). - Strong written and verbal communication skills. - Excellent problem-solving and customer service skills. - Comfortable learning new software and technologies. Preferred - Experience supporting SaaS or software products. - Familiarity with remote support tools and ticketing systems. - Proficiency with Microsoft Office applications. Work Environment This is a fully remote position based in the United States. The role primarily involves computer and phone work in a professional home office environment. Occasional travel for team or company events may be available but is not required.
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