Customer Support Specialist - Tier 1

Intellistack•Denver, CO

1d•$50,000 - $55,000•Hybrid

About The Position

The Customer Support Specialist, Tier 1, serves as part of the first line of support for our customers. In this role, you will deliver exceptional customer support through email, chat, and scheduled phone or video support interactions. In addition to supporting external customers, Support Specialists may also assist internal teams through support Slack channels, case follow-up, team collaboration, and the creation or maintenance of documentation and collateral related to product updates and internal processes. This is a full-time, hybrid position based in our Denver office. As a member of the customer support team, you will actively communicate customer feedback, friction points, and emerging trends across the organization to help improve the overall customer experience. Support Specialists will collaborate cross-functionally to advocate for customers, contribute to proactive support solutions, and help ensure customer needs remain central to company decisions and product evolution. Support Specialists are encouraged to leverage AI-assisted tools, workflow automations, internal knowledge resources, and support platforms to research issues, improve efficiency, and deliver faster, more accurate customer resolutions. This role will operate in a hybrid capacity in our Denver, Colorado office

Requirements

1–2 years of experience in Customer Support or Service, preferably in a SaaS environment.
Strong communication, problem-solving, and interpersonal skills.
Proactive and resourceful with a willingness to learn and grow.
Excellent time-management skills and adaptability to changing priorities.
Comfortable using modern software tools and AI-assisted technologies
Flexibility to work holidays and late shifts as needed.

Nice To Haves

Basic understanding of APIs, webhooks, and support platforms preferred
Experience with Salesforce, Zendesk, HubSpot, or similar platforms
Knowledge of APIs, webhooks, or SSO concepts
Experience with AI-assisted tools or workflow automations
Basic HTML, CSS, JavaScript, PHP, or Java knowledge
Knowledge base or documentation experience
Experience with SaaS, CRM, or document management platforms

Responsibilities

Serve as a primary point of contact for incoming support requests via email, chat, and scheduled phone or video support
Use internal documentation, AI-assisted support tools, workflow automations, and knowledge resources to investigate issues and deliver accurate solutions efficiently
Create and maintain written and/or video documentation and support resources
Think creatively and proactively to solve customer issues and improve the support experience
Share customer feedback and insights to support ongoing product and process improvements
Collaborate cross-functionally with teams such as Sales, Product, and Customer Success to answer questions, provide feedback, and identify customer use-case solutions
Continuously learn new technologies, workflows, and support best practices