Provide exceptional customer support via email, chat, and phone; own issues end-to-end including diagnosis, resolution, and escalation; recreate and troubleshoot scenarios in test environments; deliver tailored solutions and meet productivity, satisfaction, and reliability goals.
Our client is adding to their incredible service team with a Customer Support Specialist.
Flexible hours required; occasional evenings/weekends.
What You'll Do:
- Deliver exceptional support via email, chat, and phone
- Own customer issues end-to-end — diagnose, resolve, and escalate when needed
- Recreate and troubleshoot customer scenarios in test environments
- Provide tailored solutions to get customers back on track quickly
- Meet performance goals around productivity, satisfaction, and reliability
What We're Looking For:
- Customer-first attitude with strong written and verbal communication
- Technical aptitude to guide users of all skill levels
- Resourceful problem-solver who thrives without a documented playbook
- Proven track record in customer or technical support
Bonus:
- SaaS or tech startup experience
- Comfort with flexible scheduling including occasional nights/weekend
Minimum $20/hour with increases based on multiple factors
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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