Customer Support Specialist

Reconstruct

Customer Support Specialist

Remote,
Full Time
Paid
  • Responsibilities

    The Customer Support Specialist (CSS) will be responsible for managing and triaging all requests that come through support. These responsibilities include, but are not limited to

    • Owning all emails, requests and questions that come through the support channel
    • Assessing each issue and understanding where it should be escalated
      • Customer Success Management (CSM) team for customer workflow issues
      • Product (via Shortcut) for bug or software issues
    • Performing minor maintenance and correction tasks within the Reconstruct platform
    • Maintaining a fair understanding of Reconstruct to effectively troubleshoot support issues
    • Assessing and triaging hardware issues that are sent through support
    • Providing weekly updates to the Head of Customer Experience and Customer Success Management team on the following
      • Number of tickets created
      • Number of tickets closed
      • Number of open tickets
    • Provide beta testing for new features released by product
    • Updating technical documentation as appropriate

    Skills Required

    • Excellent understanding of Zendesk
    • Excellent technical writing skills
    • Ability to manage and triage issues
    • Strong communication skills
    • Strong technical troubleshooting skills

    This position will report to the Head of Customer Experience. There is no anticipated travel associated with this role.