[Hiring] Customer Support Specialist @Teramind

Role Description

Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard.

• Provide technical support and troubleshooting to customers
• Triage complex customer service issues received through various customer service channels
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
• Identify trends in support requests to help create long-term solutions

Qualifications

• Minimum 2 years of relevant experience as a technical support or in a similar role
• Ability to navigate comfortably in Linux, macOS, and Windows shells and operating systems
• Knowledge of PostgreSQL
• Knowledge of cloud computing platforms (Azure, AWS, etc)
• Knowledge of an Intercom or similar ticketing system
• Understanding of B2B SaaS products, IT security, and data platforms
• Ability to translate intricate technical details to simple, understandable terms
• Strong interpersonal skills and ability to work with customers & cross-functional teams

Benefits

• This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014.
• Competitive compensation
• Flexible paid time off
• Laptop reimbursement
• Ongoing training, development, and career growth opportunities
• We use an open stack of technologies, so you have the chance to learn and evolve
• High complexity of problems to solve, with active feature development - not just bugs & refactoring
• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.