Customer Service

Clayens US LLC, a leading software development firm in San Francisco, CA, is hiring a Customer Service Specialist to support clients using our cutting-edge IT solutions. In this role, you'll handle inbound inquiries, troubleshoot basic software issues, manage tickets, and coordinate with technical teams to resolve problems quickly. You'll guide users through product features, document recurring issues, and contribute feedback to improve our applications.

Our collaborative, innovation-driven culture supports continuous learning, clear career growth, and opportunities to work on impactful, global technology projects.

Responsibilities

• Respond to inbound customer inquiries via phone, email, and chat
• Troubleshoot basic software and account issues for IT products
• Log, track, and manage support tickets in the CRM/helpdesk system
• Collaborate with technical teams to resolve complex customer problems
• Guide users through product features and best practices
• Document recurring issues and contribute to knowledge base content
• Provide feedback to product and engineering teams on customer needs
• Monitor SLAs and ensure timely resolution of customer cases
• Escalate issues appropriately when service or security is impacted
• Support onboarding and training of new customers as needed

Required Skills

• Customer support
• Technical troubleshooting
• Ticketing/CRM systems
• Written communication
• Verbal communication
• Basic IT/software literacy
• Knowledge base documentation
• Time management
• Saa
• S product support
• Incident escalation