Junior Support Specialist

About the Company

We are seeking a proactive, detail-oriented Support Specialist to manage customer inquiries and assist in keeping our CRM database accurate and up to date. This role will involve managing support tickets, performing internet research to find updated contact information, and ensuring data accuracy in our CRM as our sales targets transition positions.

Expected hours: 9:00 am PST – 5:00 pm PST

Responsibilities

• Handle a large volume of incoming calls and support tickets
• Monitor and respond to tickets in our support ticketing system, providing first replies to reported issues
• Diagnose and resolve customer issues by clarifying complaints, identifying the cause of the problem, and providing effective solutions
• Ensure timely resolution of tickets in accordance with our Service Level Agreement (SLA)
• Take ownership of support issues, ensuring closure and adherence to all support procedures
• Perform data manipulations using administration tools as requested
• Conduct internet research to find email addresses and contact information for new leads and updates
• Update and maintain CRM data by correcting contact details when sales targets leave positions or switch roles
• Escalate complex issues to the appropriate team with clear and concise information
• Maintain a strong understanding of the functional components of [ORG]’s software platform
• Support the business development team with general tasks as needed

Requirements

• Fluency in English, both written and verbal
• Strong communication skills and the ability to engage with customers professionally
• Proactive, self-motivated, and eager to learn
• Service-oriented with excellent attention to detail
• Love for internet research and finding the right information
• Highly organized and reliable
• Strong data management skills, with experience updating CRMs
• Open to constructive feedback and continuous improvement
• Proven experience handling support tickets via chat and email
• Strong organizational and data-handling skills

Preferred Experience

• Familiarity with Google Docs, Sheets, and Slides
• Experience with customer support tools such as Crisp, Intercom, or HubSpot
• Prior experience with CRM management

We Offer

• We welcome new ideas and allow you to make an immediate impact on the team.
• Flexible Paid time off (PTO for any reason, including sick days (no specified limits) and flexible work schedule.
• Personal laptop.
• Health/Sport Budget
• Fully remote