Customer Support Specialist

Aiwyn

4d • Remote

About The Position

As part of our Customer Support team, you’ll provide front-line product support to users, troubleshoot software issues, and ensure customer satisfaction by resolving technical problems efficiently. You’ll develop a deep understanding of the company's software products to guide users, offer product training, and escalate complex issues to the engineering team when necessary. Working within our three-tiered support structure, you’ll work closely with other support teammates, customer implementations and success, and software developers in order to drive positive outcomes for our customers. Investigations often require deep technical analysis across multiple systems, including database queries, user session replays, and network-level logs. The role involves tracing data from source systems through integrations into Aiwyn’s platform, analyzing transaction flows, and diagnosing issues related to DNS, mail servers, and third-party integrations such as practice management systems, SafeSend, and Outlook.

Requirements

• 1-2 years of experience in a technical support, customer support, or technical-adjacent role or completion of a technical bootcamp or equivalent training
• Excellent problem-solving skills with a proactive approach to troubleshooting.
• Strong communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
• Ability to adapt quickly and manage multiple tasks in a fast-paced, evolving environment.
• Experience with structured query language (SQL)
• Strong process-oriented mindset with a focus on continuous improvement and operational efficiency
• Appreciation for data integrity, with a commitment to maintaining clean, accurate, and well-documented records by following established processes

Nice To Haves

• Familiarity with SaaS platforms and cloud-based software solutions.
• Experience with customer relationship management (CRM) systems including Zendesk and JIRA.
• Strong understanding of accounting principles and experience with accounting or accounts receivable software.

Responsibilities

• Provide expert technical support to customers via support ticket, live chat, and phone, troubleshooting software issues and ensuring a seamless user experience.
• Assist in the setup, configuration, and optimization of our software for new and existing customers.
• Collaborate closely with our development and product teams to identify, report, and resolve software bugs or feature requests.
• Offer training and guidance to customers on best practices for using our software, via email, chat and virtual meetings.
• Manage and prioritize support tickets, ensuring timely and accurate resolutions.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.

Benefits

• Competitive pay
• Adventure travel stipend ($1,000 travel reimbursement on work anniversary)
• Remote, work-from-anywhere culture
• Flexible PTO
• World Class health benefits (Health, vision, dental, HSA/FSA, and mental health support)
• Stock options
• 401(k) matching

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed