Support Specialist

Job Summary:

Job Description:

Technical Support Specialist

We are seeking a Technical Support Specialist to join our Customer Support team delivering expert technical support for the Click platform integrated with Microsoft Dynamics 365.

In this role you will own technical issues end to end partnering closely with Application Engineering to own tickets to resolution and actively work to resolve cases. You will use logging and diagnostics to troubleshoot spot patterns and reduce repeat issues while contributing to knowledge articles and best enhance customer satisfaction and engagement byprovidingclear guidance proactive communication and deep subject-matterexpertise.

This is a remote position for candidates based in the Atlanta Georgia area with standard working hours of 8:00 a.m. to 4:00 p.m. Eastern Time (ET).

Key Responsibilities

• Deliver exceptional technical support to customers via phone chat and email using the Zendesk ticketing platform to manage and resolve support requests efficiently.
• Own complex and escalated customer issues from investigation through resolution.
• SaaS based applications and support experience strongly preferred.
• Act as a subject matter expert on the Clickplatformprovidingtechnical guidance to customers and internal teamsonfeaturesof the Clickapplicationsuch as EmailFormsSSLandEmailDeliverability.
• Validate product defects and provide clear reproducible information to Product and Engineering teams.
• Collaborate with Engineering Product Customer Success and Professional Services to delivertimelyresolutions while serving as a dedicated technical contact for high-value customer accounts.
• Assistwith technical onboarding whererequired providing productexpertiseand best-practice guidance to support successful customer adoption.
• Assistwith service incidents and outages including triage customer communication and cross-functional coordination.
• Participate in the on-call support rotation to provide out-of-hourscoverage for critical issues.
• Identifyrecurring issues and recommend improvements to products processes and customer experience.
• Contribute to continuous improvement initiatives and use AI responsibly to enhance productivity service quality and operational efficiency.
  

Requirements:

• 03 years experience customer-facing SaaS support role.
• Bachelors Degree strongly preferred.
• Excellent written and verbal communication skills with a strong customer-focused approach.
• Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
• Experience using support ticketing platforms such as Zendesk or similar.
• Familiarity with digital marketing concepts and marketing automation platforms.
• Experience with Microsoft Dynamics 365 is preferred.
• Ability to work collaboratively across cross-functional teamsgloballyand manage multiple priorities.
• Comfortable using AI to improve productivity and customer support outcomes.
• A positive attitudestrong teamethic and a good sense of humour with the ability to build positive relationships with customers and colleagues.
• A passion for continuous learning and delivering exceptional customer experiences.
  

*SALARY AND ADDITIONAL PAY*

Base salary range: $24.04 - $36.46 per hour

Other compensation: This position is eligible to participate in the discretionary company bonus plan.

* Individual compensation packages are based on various factors unique to each candidate including skill set experience qualifications and other job-related reasons

Worker Type:

Number of Openings Available: