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Customer Support Specialist


Graduway, the leading alumni relations and mentoring software is looking for a passionate Customer Support Specialist to join our growing team. 



As a member of our Global Customer Care organization, you will be responsible for enabling our world-class customer experience by servicing our 1000+ clients through inbound requests and customer community engagements.



 Responsibilities:



  • Handle incoming customer inquiries from request-to-resolution in a prompt manner
  • Reproduce, document and escalate technical bugs to development teams
  • Provide service through a variety of channels (tickets, chat, community posts, and more)
  • Set up SSL/IIS certificates and troubleshoot issues as needed
  • Liaison between customer and internal departments
  • Identify areas of weakness and product/process improvement



Qualifications:



  • 1-3 years in customer support roles, 3-5 years of business experience preferred
  • Experience working within a B2B SaaS organization
  • Strong communication skills and technical aptitude
  • Solutions-oriented with high attention to detail
  • Experience working with a CRM or ticketing system (Zendesk) preferred
  • Ability to work autonomously in a high pace working environment

 

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