Note: The job is a remote job and is open to candidates in USA. Cypress HCM is seeking a Customer Support Specialist to provide technical support for its SaaS platform. The role involves assisting customers across multiple communication channels, resolving and escalating technical issues, managing support tickets, identifying product improvements, and building customer relationships.
Responsibilities
- Assisting customers through email, text, phone calls, screen sharing, and live chat
- Owning a steady flow of T1 tickets, resolving complex technical issues for customers
- Effectively communicating technical information to both technical and non-technical users
- Escalating technical issues as needed, resolving issues while displaying empathy
- Joining meetings, contributing to administrative tasks, and working on personal development and up-skilling as time allows
- Proactively surfacing process and product improvements, assisting with ad hoc projects
- Working with SMB, mid-market, strategic, and enterprise customers
- Providing customer insights – surfacing trends, risks, and up-sell opportunities
- Building relationships with both customers and internal team members
Skills
- 2+ years of experience in a SaaS startup environment in a customer-facing support role
- Well-versed in Tier 1 incident response for a technical platform/product
- Detailed, professional, empathetic – with a desire to learn, grow, and advance your career
- Experience with data, reporting, user permission, scheduling, payments, inventory is ideal
Benefits
- 6-month contract-to-hire opportunity
- Clear path to career advancement
Company Overview