Customer Support Specialist

Job Description

Job Description

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

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