Customer Support Specialist II

Location: Remote

Job Summary:

The Customer Support Specialist serves as the first line of support for mPulse customers, providing timely, accurate, and friendly assistance to ensure a positive client experience. This role combines technical troubleshooting, communication, and problem-solving skills to help customers maximize the value of the mPulse platform. The ideal candidate thrives in a fast-paced SaaS environment and enjoys helping customers succeed.

Duties/Responsibilities:

* Act as the primary contact for customer inquiries through the mPulse Customer Community, email, chat, and phone.

* Troubleshoot and resolve technical issues related to the mPulse platform.

* Provide education and guidance to customers on product features and functionality.

* Manage customer support cases using Salesforce and Jira, ensuring accurate documentation.

* Escalate complex issues to Engineering, Product, or senior support teams as needed.

* Collaborate with internal teams to communicate customer feedback and recommend improvements.

* Maintain current knowledge of product updates, enhancements, and releases.

* Contribute to internal documentation and external knowledge base content.

* Meet or exceed KPIs such as response time, resolution rate, and customer satisfaction.

* Participate in proactive system monitoring and on-call rotation as scheduled.

* Support customers across all U.S. time zones.

Skills/Abilities/

Experience:

* Excellent written and verbal communication skills.

* Strong technical troubleshooting skills (SQL, APIs, integrations, cloud systems).

* Familiarity with Salesforce, Jira, and other CRM/ticketing tools.

* Strong organizational and prioritization skills in a fast-paced environment.

* Ability to demonstrate empathy, patience, and a customer-first mindset.

* Analytical thinker with excellent problem-solving abilities.

* Ability to work independently and collaboratively in a remote environment.

Minimum Qualifications:

* 2-4 years of experience in a SaaS customer support or similar technical support role.

* Experience supporting B2B software platforms preferred.

* Bachelor's degree or equivalent work experience.

* Familiarity with remote work and communication tools (Slack, Zoom, Teams, Confluence).

Physical Requirements:

* Ability to sit and stand for extended periods of time.

* Ability to lift up to 10 lbs.