Customer Support Specialist

About the role

We are seeking a Customer Support Specialist to join our growing team in Cleveland. The ideal candidate will be responsible for addressing client inquiries, troubleshooting product issues, and ensuring a high level of customer satisfaction. You will serve as the first point of contact for our customers and play a vital role in maintaining strong relationships and delivering service excellence.

Responsibilities

• Respond to customer inquiries via phone, email, and ticketing system in a timely and professional manner
• Troubleshoot software-related issues and provide accurate, step-by-step guidance
• Document customer interactions and technical issues for internal use
• Collaborate with other departments (engineering, sales, QA) to resolve complex cases
• Maintain a deep understanding of company products and services
• Assist with onboarding new users and guiding them through product features
• Monitor recurring issues and suggest improvements to the support process

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred
• Minimum of 1-2 years of experience in a customer support or technical support role
• Strong problem-solving skills and attention to detail
• Excellent verbal and written communication skills
• Proficiency in using support software, CRMs, and Microsoft Office Suite
• Ability to manage multiple tasks and remain calm under pressure
• A customer-first mindset with a desire to go above and beyond

Additional Information: Benefits

• Competitive salary: $56,000 - $61,000 per year
• Opportunities for internal promotion and professional development
• Paid training and continuous skills development
• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Paid holidays and vacation time
• Collaborative, respectful team environment