Customer Support Specialist
About The Position
The Customer Support Specialist is on the front line of Steno’s business, handling inbound calls and support tickets with professionalism, speed, and care. The role emphasizes a hospitality mindset: solving problems, communicating clearly, and ensuring clients feel supported from first contact through resolution. The specialist collaborates with Account Management, Scheduling, Billing, Production, and other teams to resolve client issues efficiently. The role involves managing competing priorities across phone and ticket queues, following established workflows and escalation paths, and contributing to the team’s knowledge base. The work schedule is Monday through Friday, 10:30 a.m. to 7 p.m. Pacific Time, and the posting says candidates should be comfortable working remotely.
Requirements
- Previous experience speaking with customers on the phone is required.
- Experience providing phone-based customer support.
- Comfort working remotely.
- Strong written and verbal communication skills.
- Ability to stay composed under pressure.
- Comfort working with tools such as Zendesk, Slack, and Guru.
- Ability to resolve issues with minimal unnecessary back-and-forth.
Responsibilities
- Handle inbound customer calls and support tickets with professionalism, speed, and care.
- Solve client problems and communicate clearly throughout resolution.
- Coordinate with Account Management, Scheduling, Billing, Production, and other teams to resolve issues efficiently.
- Manage competing priorities across phone and ticket queues.
- Follow established workflows and escalation paths.
- Contribute to the team knowledge base.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
