Customer Support Representative - 20125

Flawless Bug Reporting: When an issue requires software engineering attention, build out highly structured, documentation-heavy internal escalation files via Slack.

Data-Backed Mapping: Every engineering escalation must include explicit reproducing steps, specific database links, client configurations, and visual screenshots so our development team can jump straight to a solution without digging for context.

Continuous Synchronization: Participate actively in internal Slack channels, flagging regional issue patterns or localized software performance drops to management.

Experience: 2–4 years of progressive experience inside a B2B SaaS customer support environment, technical helpdesk, or application support desk. Experience supporting AI platforms, telephony tools, or automotive/retail software is a major advantage.

Advanced Technical Literacy: Highly comfortable working with proprietary dashboards, software backends, Slack integrations, and cloud ticketing software.

Elite Documentation Habits: A natural instinct to collect context. You believe an unexplained bug report is an unfixable bug report, and you take pride in creating clear technical handoffs.

Written English Mastery: Exceptional reading comprehension and written English skills. Since this role is 95% text-based, your ability to articulate complex software solutions clearly via email is paramount.

Operating Style: Highly disciplined, detail-obsessed, and self-directed. You do not cut corners or chase superficial turnaround metrics at the expense of quality.

Proprietary Email-Based Support Dashboard

Google Workspace (Gmail, Docs, Sheets)

Slack (for multi-tier internal engineering alignment)

First-Pass Resolution Accuracy: Minimizing ticket reopen rates by executing true, permanent problem-solving on the first interaction.

Escalation Data Completeness: Ensuring 100% of tickets routed to engineering contain all required links, system states, and contextual resources without requiring internal follow-ups.

Customer Satisfaction (CSAT): Preserving strong customer ratings through articulate, high-quality technical communication.