Customer Support Representative

ServiceCore•Denver, CO

8d•$50,000 - $70,000•Hybrid

About The Position

ServiceCore is seeking a Customer Support Representative to join their team. This role is crucial for the customer's experience with the product and the company. The representative will work directly with small to mid-sized business owners and office teams who depend on ServiceCore's software for their daily operations. The position is based in the Denver, CO area with a hybrid schedule (2 days/week in office), but fully remote candidates will be considered. This is not a role focused on scripted responses or simply closing tickets; it requires active listening, problem diagnosis, clear explanation of solutions, and end-to-end ownership of customer issues. The ideal candidate is comfortable working independently, managing time effectively, and making sound judgments while handling a high volume of customer inquiries.

Requirements

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.
Clear communicator: explains things in plain language, avoids jargon, and adapts tone.
Comfortable learning new tools: adapts quickly to new systems like Pylon (transitioning from Zendesk).
Experience with any helpdesk platform is helpful.
Familiarity with Jira is beneficial.
Understands how good ticket hygiene supports the whole organization.
Accountable and organized: follows through, manages workload well, and doesn't need constant oversight.
Adaptable and curious: picks up new workflows quickly and is 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.
Experience with AI tools like ChatGPT or Claude, prompt building, or workflow automation is a plus.

Nice To Haves

Experience with Pylon (transitioning from Zendesk).
Familiarity with Jira.
Experience with AI tools like ChatGPT or Claude, prompt building, or workflow automation.

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.
Utilize AI tooling to troubleshoot faster, write better customer replies, and document issues more accurately.