Intellistack

Intellistack

Customer Support Specialist - Tier 1

Denver, CO · Full-time

Sponsorship not specified$50k-$55kDetected 12 days ago
JavaScriptJavaPHPHTMLCSSHubSpotSalesforceCRMCustomer SuccessCustomer SupportZendeskResearchCommunicationCollaborationProblem SolvingAdaptability

About the role

  • We're a team of builders: curious, driven, and relentless about solving the real problem.
  • Around here, feedback is fuel, clarity wins, and change is the default setting.
  • If you're hungry to grow and ready to leave a dent, you'll fit right in.

Responsibilities

  • IN THIS ROLE, YOU WILL DELIVER EXCEPTIONAL CUSTOMER SUPPORT THROUGH EMAIL, CHAT, AND SCHEDULED PHONE OR VIDEO SUPPORT INTERACTIONS.
  • AS A MEMBER OF THE CUSTOMER SUPPORT TEAM, YOU WILL ACTIVELY COMMUNICATE CUSTOMER FEEDBACK, FRICTION POINTS, AND EMERGING TRENDS ACROSS THE ORGANIZATION TO HELP IMPROVE THE OVERALL CUSTOMER EXPERIENCE.
  • SUPPORT SPECIALISTS ARE ENCOURAGED TO LEVERAGE AI-ASSISTED TOOLS, WORKFLOW AUTOMATIONS, INTERNAL KNOWLEDGE RESOURCES, AND SUPPORT PLATFORMS TO RESEARCH ISSUES, IMPROVE EFFICIENCY, AND DELIVER FASTER, MORE ACCURATE CUSTOMER RESOLUTIONS.
  • Serve as a primary point of contact for incoming support requests via email, chat, and scheduled phone or video support
  • Work in a fast-paced environment while meeting or exceeding customer support performance metrics and service expectations
  • Use internal documentation, AI-assisted support tools, workflow automations, and knowledge resources to investigate issues and deliver accurate solutions efficiently
  • Create and maintain written and/or video documentation and support resources
  • Think creatively and proactively to solve customer issues and improve the support experience
  • Share customer feedback and insights to support ongoing product and process improvements
  • Collaborate cross-functionally with teams such as Sales, Product, and Customer Success to answer questions, provide feedback, and identify customer use-case solutions

Requirements

  • YOU ARE ABLE TO EXPLAIN AND HELP OTHERS UNDERSTAND BOTH PROBLEMS AND SOLUTIONS.
  • YOU ARE NATURALLY CURIOUS AND EAGER TO LEARN.
  • WHILE YOU MAY NOT ALWAYS KNOW THE ANSWER IMMEDIATELY, YOU KNOW HOW TO RESEARCH, TROUBLESHOOT, AND LEVERAGE AVAILABLE RESOURCES TO FIND IT.
  • YOU ARE COMFORTABLE WORKING WITH SOFTWARE AND EMERGING TECHNOLOGIES, INCLUDING AI-POWERED TOOLS THAT HELP IMPROVE EFFICIENCY, RESEARCH, AND CUSTOMER OUTCOMES.
  • YOU ARE ADAPTABLE, RESOURCEFUL, AND ABLE TO SWITCH GEARS QUICKLY WHILE MANAGING COMPETING PRIORITIES IN A FAST-PACED ENVIRONMENT.
  • 1-2 years of experience in Customer Support or Service, preferably in a SaaS environment.
  • Experience with Salesforce, Zendesk, HubSpot, or similar platforms
  • Knowledge of APIs, webhooks, or SSO concepts
  • Experience with AI-assisted tools or workflow automations
  • Knowledge base or documentation experience

Skills

  • About Intellistack

Compensation

  • $50,000- $55,000.
  • Actual compensation may vary based on skills, experience, and location.

Company info

  • At Intellistack, we don't do status quo. We move fast, think deep, and build what's next-powered by people, supercharged by AI.
  • We're a team of builders: curious, driven, and relentless about solving the real problem. Around here, feedback is fuel, clarity wins, and change is the default setting. If you're hungry to grow and ready to leave a dent, you'll fit right in.
  • Who You Are:
  • YOU ARE ABLE TO EXPLAIN AND HELP OTHERS UNDERSTAND BOTH PROBLEMS AND SOLUTIONS. YOU'RE AN EXCEPTIONAL COMMUNICATOR WHO CAN GRACEFULLY BREAK DOWN, SOLVE, AND EXPLAIN EVEN THE MOST COMPLEX ISSUES. YOU ARE NATURALLY CURIOUS AND EAGER TO LEARN. WHILE YOU MAY NOT ALWAYS KNOW THE ANSWER IMMEDIATELY, YOU KNOW HOW TO RESEARCH, TROUBLESHOOT, AND LEVERAGE AVAILABLE RESOURCES TO FIND IT. YOU ARE COMFORTABLE WORKING WITH SOFTWARE AND EMERGING TECHNOLOGIES, INCLUDING AI-POWERED TOOLS THAT HELP IMPROVE EFFICIENCY, RESEARCH, AND CUSTOMER OUTCOMES. YOU ARE ADAPTABLE, RESOURCEFUL, AND ABLE TO SWITCH GEARS QUICKLY WHILE MANAGING COMPETING PRIORITIES IN A FAST-PACED ENVIRONMENT.
  • At Intellistack, we don't do status quo.
  • We move fast, think deep, and build what's next-powered by people, supercharged by AI.
  • THE CUSTOMER SUPPORT SPECIALIST, TIER 1, SERVES AS PART OF THE FIRST LINE OF SUPPORT FOR OUR CUSTOMERS.
  • IN ADDITION TO SUPPORTING EXTERNAL CUSTOMERS, SUPPORT SPECIALISTS MAY ALSO ASSIST INTERNAL TEAMS THROUGH SUPPORT SLACK CHANNELS, CASE FOLLOW-UP, TEAM COLLABORATION, AND THE CREATION OR MAINTENANCE OF DOCUMENTATION AND COLLATERAL RELATED TO PRODUCT UPDATES AND INTERNAL PROCESSES.
  • SUPPORT SPECIALISTS WILL COLLABORATE CROSS-FUNCTIONALLY TO ADVOCATE FOR CUSTOMERS, CONTRIBUTE TO PROACTIVE SUPPORT SOLUTIONS, AND HELP ENSURE CUSTOMER NEEDS REMAIN CENTRAL TO COMPANY DECISIONS AND PRODUCT EVOLUTION.

Equal opportunity

  • Intellistack is an equal opportunity employer, passionately committed to equitable hiring and boldly dedicated to diversity in our work and teams.
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