Senior Customer Support Specialist

About this role

📋 Description Independently diagnose increasingly technical issues using analytical thinking skills and Respond to customer inquiries and escalations through phone calls and written interactions on Escalate tickets to technical resources within Support, Product, or Engineering and manage customer Recognize recurring patterns in customer issues and advocate for improvements to CX Operations and Participate in retroactive issue reviews and root cause analyses.

Manage ticket hygiene and administrative tasks. 🎯 Requirements Minimum 2+ years of experience owning complex customer problems end-to-end. Relevant backgrounds include technical support, customer success, implementation, IT, QA, or Direct experience with online ordering, payment integrations, POS systems, or marketing automation Proficient with diagnostic tools such as Postman, Sumo Logic, system logs, and remote session tools.

Working knowledge of customer support ticketing systems like Zendesk and JIRA. Experience contributing to internal knowledge bases and documentation.

Source listing: empllo_remote