Customer Support Specialist

Customer Support Specialist

Location:

New York City (Primary), Denver, Chicago, Singapore (APAC), London, San Francisco, Austin, Los Angeles Commitment: 5 Days In-Person

We're looking for someone who takes a customer question seriously and follows through with a clear, useful answer.

As a Customer Support Specialist at Endex, you'll own the support queue and first response to product questions. You'll troubleshoot known issues, maintain clear customer updates and route deeper failures to Technical Support Engineers with reproducible context. CSMs remain accountable for broader account adoption and health.

• Own First Response:
  Triage chat and email requests by urgency and customer impact, keeping response and follow-up commitments clear.
• Resolve Product Questions:
  Reproduce known issues, explain supported workflows and provide accurate guidance or a safe workaround.
• Gather Good Evidence:
  Capture steps, context and examples needed to investigate an issue.
• Escalate with Context:
  Give technical owners the user impact, reproduction steps and relevant environment details while keeping the customer informed.
• Improve Self-Service:
  Turn recurring answers into useful help content.

• Customer Service Instinct:
  You care about getting someone to a useful outcome.
• Clear Communicator:
  You write accurately and keep explanations straightforward.
• Patient Investigator:
  You ask questions before assuming the cause.
• Reliable Organization:
  You manage a queue and follow through on promised updates.
• Clear Case Management:
  You can prioritize a busy support queue, write useful customer updates and keep a case moving through resolution.

• Software support experience
• Familiarity with ticketing tools
• Experience with ticketing systems, service-level targets and knowledge-base documentation

• Health & Dental Insurance
• Monthly Wellness Stipend
• 401K Matching