Technical Support Specialist

Responsibilities

• Deliver timely and professional support to customers via email, phone, and live chat.
• Troubleshoot and diagnose technical issues related to Conversica’s software, following standardized processes.
• Use internal systems (e.g., Zendesk, Salesforce) to manage, prioritize, and track support tickets.
• Escalate complex issues to Tier 2 support and proactively communicate status updates to stakeholders.
• Identify recurring issues or trends and share observations with the team.
• Apply product customizations and optimizations submitted by the Customer Success team.
• Support the knowledge base by documenting common solutions or FAQs.
• Collaborate with teammates to ensure a high-quality customer support experience.

Qualifications

• 1+ years in a SaaS, IT, or Help Desk support role (or relevant internship experience).
• Excellent written and verbal communication skills.
• Strong technical aptitude and problem-solving skills.
• Ability to work independently and prioritize multiple tasks in a fast-paced environment.
• Familiarity with support tools such as Zendesk, JIRA, Salesforce, or similar.
• Basic understanding of CRMs, marketing platforms, or willingness to learn.
• Interest in learning foundational SQL concepts over time.
• High school diploma or equivalent required; associate degree or higher preferred.
• Willingness to occasionally work weekends or holidays as needed.