Customer Support Specialist
About The Position
Speria is seeking a customer-focused Support Analyst to join its Global Support team in Atlanta. The role helps enterprise software customers resolve technical issues, keeps them informed throughout the support process, and helps them get value from the products they use. It suits someone who enjoys problem-solving, learning how complex systems work, and taking ownership of the customer experience. Speria provides enterprise solutions for live animal protein production. Its products help customers use real-time information to improve operational insight and responsible production across the supply chain.
Responsibilities
- Provide Level 1 and Level 2 support, including diagnosis, resolution, escalation, and customer communication.
- Investigate application, configuration, data, and software issues using a structured troubleshooting approach.
- Read and interpret SQL to support investigation of data-related problems.
- Document support activity, troubleshooting steps, decisions, and resolutions in the designated support system.
- Communicate clear status updates, next steps, and expected resolution timelines to customers.
- Partner with Development, Projects, and other technical teams to investigate defects and complex issues.
- Support customers during post-go-live hypercare and help stabilize new implementations.
- Create and improve knowledge articles, troubleshooting guides, support documentation, and standard processes.
- Identify recurring issues and contribute to product, process, and application-reliability improvements.
- Develop deeper expertise in the products and modules used by assigned customers.
- Share knowledge with teammates and provide training or guidance when appropriate.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
