Customer Support Representative

ServiceCore•Denver, CO

4d•Hybrid

About The Position

We're looking for a Customer Support Representative to join our team. This position is critical to how our customers experience our product and our company. You'll work directly with small to mid-sized business owners and office teams who rely on our software to run their day-to-day operations. This is not a script-following, ticket-closing role. We're looking for someone who can listen carefully, diagnose real problems, explain solutions clearly, and take ownership from first contact through resolution. If you're comfortable working independently, managing your time, and making good judgment calls while supporting a high-volume queue, you'll do well here.

Requirements

Ready to hit the ground running and make a meaningful impact.
A true team player: engaged, shows up for teammates, brings positivity to a busy queue.
Customer-focused and practical: cares about solving the real problem, not just sending a response.
Calm under pressure: can handle frustrated customers, shifting priorities, and a busy queue without letting quality slip.
A clear communicator: explains things in plain language, avoids jargon, and adapts tone.
Comfortable learning new tools (transitioning off Zendesk to Pylon).
Experience with any helpdesk platform is helpful.
Familiarity with Jira is even better.
Understands how good ticket hygiene supports the whole organization.
Accountable and organized: follows through, manages workload well, doesn't need constant oversight.
Adaptable and curious: picks up new workflows quickly, willing to learn as the product and customer needs evolve.
Self-directed and communicative: can work independently, stay engaged with a team split between office and home, and communicate clearly in both settings.

Nice To Haves

Experience with AI tooling like ChatGPT or Claude.
Experience building prompts or automating parts of a workflow.

Responsibilities

Provide multi-channel customer support via email, chat, and phone, helping customers resolve questions and issues efficiently and clearly.
Troubleshoot product issues using Pylon and Jira, knowing when to investigate further, when to escalate, and how to keep the customer informed throughout the process.
Own customer issues end-to-end, ensuring nothing falls through the cracks and follow-ups actually happen.
Document and categorize issues accurately, helping improve reporting, internal visibility, and long-term product fixes.
Collaborate closely with teammates and cross-functional partners, especially Product and Engineering, to surface patterns, edge cases, and recurring pain points.
Build strong product knowledge so you can confidently guide customers through workflows, features, and best practices without overcomplicating things.
Represent the customer's perspective internally by sharing clear, practical feedback rooted in real usage and real impact.
Use AI tooling to troubleshoot faster, write better customer replies, and document issues more accurately.