Customer Support Specialist

Teramind

32d • Remote

About The Position

Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard. This person will be the first line of contact through chat/email with our customers during their shift- Monday to Friday from 6AM to 2PM CET

Requirements

• Minimum 2 years of relevant experience as technical support/support engineer/customer support or in a similar role
• Experience with troubleshooting in Windows, Linux and MacOS
• Knowledge of cloud computing platforms (Azure, AWS, GCP)
• Good knowledge of working with ticketing systems
• Basic knowledge of SQL (PostgreSQL)
• Basic knowledge of servers
• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills in English.
• Strong interpersonal skills and ability to work with customers & cross-functional teams.
• Has strong reading comprehension and attention to detail.
• Ability to translate intricate technical details to simple, understandable terms.

Responsibilities

• Provide technical support to our customers
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies. Identify trends in support requests to help create long-term solutions.
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Benefits

• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
• Competitive salary
• Career growth opportunities
• Flexible paid time off
• Laptop reimbursement
• Ongoing training and development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees