Customer Support Specialist

• Interact directly with customers through ticketing, chat, or phone
• Deliver customer service using technical and subject matter expertise
• Manage and prioritize multiple open cases
• Ask targeted questions to understand and diagnose root problems
• Analyze, replicate, research, and resolve technical problems and questions
• Guide clients to the Support Hub or Digistorm University solutions when possible
• Provide prompt and accurate responses within company SLA guidelines
• Track cases through resolution
• Collaborate with support specialists and Level 2 support teams to escalated unresolved issues
• Identify, update, and maintain internal and external knowledge bases
• Identify and log system bugs for the product team
• Develop detailed knowledge of Digistorm's three core products and their use by schools
• Communicate and collaborate with internal teams, escalating technical issues through internal processes

• Relevant qualification or equivalent time in a customer service support role
• 0-2 years of experience working in customer support in the software industry;
  SaaS experience preferred
• Direct experience in technical support troubleshooting or consulting with demonstrated high customer satisfaction
• Experience engaging with customers through remote work technologies, including meeting applications and screen sharing
• Excellent written and verbal English communication skills
• Ability to communicate technical details to people with varying technical abilities
• Ability to prioritize tasks and incoming work across multiple channels while remaining solution-focused and proactive under pressure
• Strong organizational and time management skills
• Ability to work autonomously and meet deadlines
• Ability to learn, retain, and apply knowledge across multiple software product areas
• Self-motivated team player willing to learn and take ownership of personal development
• Ability to operate independently with minimal guidance
• Experience working within a collaborative team environment and contributing to positive company culture
• Technical and/or school-use knowledge of Digistorm products or other SaaS products used by K-12 schools preferred
• Industry knowledge of the K-12 private school sector and other education preferred
• Experience documenting generalized technical solutions for customers through a knowledge base preferred
• Self-awareness preferred

Demonstrates strong technical support skills with the ability to analyze and resolve customer issues effectively. Possesses excellent communication abilities to convey technical information to diverse audiences while maintaining a proactive and organized approach to customer service.

• Technical Support Troubleshooting
• Customer Service in SaaS
• Knowledge of Digistorm Products
• Excellent English Communication Skills
• Organizational and Time Management Skills

• Technical Support
• Troubleshooting
• Problem Analysis
• Knowledge Base Documentation
• SaaS Experience
• Remote Work Technologies
• Case Management
• Product Knowledge
• Customer Satisfaction
• Escalation Procedures

• Proactive Under Pressure
• Self-motivated
• Team Player
• Autonomous Work
• Strong Communication

• K-12 Education
• Private School Sector
• Customer Support
• Technical Consulting

• Ticketing Systems
• Chat Applications
• Meeting Applications
• Screen Sharing Tools