User Support Specialist

Job Summary:
We are seeking a dedicated and customer-focused User Support Specialist to join our team. In this role, you will be a key member of our support team and will have the opportunity to make a real impact on the user experience of our platform. You will be responsible for helping users troubleshoot and resolve issues, and for ensuring that our users have the best possible experience with our product. If you are a problem-solver with excellent communication skills and a passion for helping others, we encourage you to apply for this role.
Job Details:
Work from homeMonday to Friday | 9 PM to 6 AM PH Time*This is a back-office role wherein you will primarily be talking to users via Email and Chat
Responsibilities:
Monitor and triage the support inboxCommunicate with users to troubleshoot and resolve issues in a timely and efficient mannerUse internal tools to test and solve support ticketsEscalate unresolved issues to the appropriate teamHelp gather information for articles for common questions and issuesHelp identify trends and patterns in user feedbackHelp create and achieve individual and team performance metricsBe an advocate for users in internal strategy conversationsContinuously improve knowledge of product and industry best practices
Qualifications:
3+ years of experience in a customer support role communicating with external users/clientsGood English Written and Communication SkillsStrong technical aptitude, with the ability to quickly learn and navigate new software and systems.Proven problem-solving skills and a proactive, self-motivated approach to managing and resolving customer issues.Exceptional organizational and time management skills, with the ability to prioritize and handle multiple tasks simultaneously.Experience creating clear and concise instructions for customers and team members.Demonstrated ability to work effectively with diverse teams and a compassionate approach to customer service.Willingness to work during standard business hours in the continental USExperience using Zapier is a plus.Bonus skills: Knowledge of podcasts, experience using Intercom or other customer support/service tools, proficiency in Google Docs, Slack, Asana, and Knowledge Base Systems (such as Guru or Trainual), API and technical support experience, and bilingual in Spanish.
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