Customer Support Specialist, Infinity

United StatesRemoteFull-timemid

Customer Support SpecialistCustomer

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Quick Summary

Requirements Summary

00 a.m. to 5:00 p.m. Pacific Time (PST). Proficiency with Microsoft Office, databases, and remote access tools. Ability to quickly learn new technologies, software releases, and prod

Technical Tools

Customer Support SpecialistCustomer

As a Customer Support Specialist, you will serve as a trusted point of contact for a portfolio of 20 to 40 clients across the United States and Canada. You will provide timely, accurate, and professional support while troubleshooting technical issues and helping users make the most of a highly customizable software platform. The role combines customer service, technical problem-solving, product knowledge, and ongoing client education. You will manage support requests across phone, chat, and email while collaborating with Developers and Business Analysts on complex issues. You will also contribute to knowledge sharing, product feedback, and continuous improvements to support processes. This is a full-time, fully remote opportunity with a collaborative environment and opportunities for continuous learning and career growth.

Manage incoming customer support requests across phone, chat, and email, triaging inquiries, creating tickets when necessary, and ensuring issues are resolved efficiently.
Provide professional and accurate assistance on a wide range of requests, from password resets and functionality questions to more complex technical issues.
Deliver real-time customer support and maintain consistent follow-up to ensure timely resolution and a positive client experience.
Research complex issues thoroughly by reviewing historical data, previous tickets, internal documentation, and available team knowledge to identify effective solutions.
Collaborate closely with Developers, Business Analysts, and other internal stakeholders to investigate issues and develop client-focused resolutions.
Participate actively in team meetings, training sessions, webinars, and knowledge-sharing activities.
Gather and communicate client feedback and enhancement requests to Product and Development teams.
Support customers through product updates and new releases by providing guidance and training on new functionality.
Contribute to continuous learning, documentation, knowledge sharing, and improvements to support processes and workflows.
Adapt to evolving support technologies, including automated ticketing systems, chatbots, and AI-enhanced help desk tools.

Requirements

~1 min read

At least 2 years of experience in technical customer support, ideally within a startup, scale-up, or other fast-paced environment.
Strong service-oriented and solution-focused approach, with the initiative and autonomy to investigate and resolve customer issues independently.
Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST).
Proficiency with Microsoft Office, databases, and remote access tools.
Ability to quickly learn new technologies, software releases, and product functionality.
Comfortable working with emerging support technologies such as chatbots, automated ticketing platforms, and AI-enhanced help desk systems.
Strong analytical, critical-thinking, problem-solving, organizational, and attention-to-detail skills.
Ability to identify patterns, reference previous resolutions, and build on existing documentation when troubleshooting issues.
Excellent verbal and written communication skills, with the ability to build trust and maintain strong customer relationships.
Ability to explain technical information clearly to non-technical audiences and communicate confidently with customers at different levels.
Strong collaboration skills and the ability to work effectively within a fully remote team.
Responsive, professional, and able to exercise sound judgment while maintaining appropriate tone, timing, and clarity in customer interactions.
Respect for diverse perspectives and commitment to an inclusive, collaborative working environment.