Responds to customer inquiries across phone, email, and chat; diagnoses and resolves issues; documents interactions; manages support queues; handles escalations; processes account and order changes; maintains product knowledge; identifies recurring issues; contributes to help content; and meets service, resolution, and customer satisfaction targets while protecting customer privacy.
The Customer Support Specialist is the voice of the company for the people it serves. You’ll answer questions, resolve issues, and make sure each customer leaves the interaction feeling heard and helped. This role suits someone who is patient, empathetic, and clear in writing and on the phone, and who stays calm when a customer is frustrated.
Key responsibilities
- Respond to customer inquiries by phone, email, chat, and other support channels in a timely, professional manner
- Diagnose customer issues, provide accurate solutions, and explain next steps clearly
- Log every interaction in the CRM or ticketing system with complete, accurate notes
- Prioritize and manage a queue of open cases, following up until each is fully resolved
- Handle sensitive situations, complaints, and escalations with empathy and composure
- Escalate complex or unresolved issues to the appropriate team, with clear documentation
- Process account updates, orders, refunds, or service changes according to company policy
- Maintain strong product and service knowledge, and stay current on updates and policy changes
- Identify recurring customer issues and share trends and feedback with internal teams
- Contribute to the knowledge base, help articles, and response templates
- Meet performance targets for response time, resolution rate, and customer satisfaction
- Protect customer privacy and handle personal information securely
Required qualifications
- 1+ years of customer service, customer support, or client-facing experience
- Excellent written and verbal communication skills
- Strong problem-solving ability and attention to detail
- Comfort with CRM, ticketing, or help desk software
- Typing speed of 40+ WPM with good accuracy
- Ability to stay patient and professional under pressure
- Ability to manage multiple conversations and priorities at once
Preferred qualifications
- Experience with platforms such as Zendesk, Freshdesk, Intercom, or Salesforce
- Prior experience in a remote support role
- Experience in a healthcare, finance, or other regulated industry
- Bilingual or multilingual abilities
Work environment and requirements
- Reliable high-speed internet, a computer, and a quiet, distraction-free workspace
- Availability during scheduled support hours, which may include evenings or weekends
- Willingness to complete product and policy training
Success measures
Customer satisfaction scores, first-contact resolution rate, response and resolution times, and quality of documentation.
Similar Jobs
Insurance
Respond to customer interactions across phone, chat, SMS, email, and social media. Support policy and billing questions, process transactions and policy changes, resolve payment and account issues, investigate system defects, document interactions accurately, protect customer privacy, and handle escalated concerns while meeting service and performance standards.
Top Skills:
Live ChatMercury Systems And PortalsExcelMicrosoft OutlookMicrosoft WordSmsSocial Media
Legal Tech
Provides phone and ticket-based customer support, resolves client issues, follows escalation workflows, manages competing priorities, and collaborates with Account Management, Scheduling, Billing, and Production teams. The role requires clear communication, composure under pressure, remote-work readiness, and accurate use of Zendesk, Slack, and Guru. Schedule is Monday through Friday, 10:30 a.m. to 7 p.m. Pacific Time.
Top Skills:
GuruSlackZendesk
Healthtech
Provides email-based customer support for payer enrollment, credentialing, and healthcare SaaS platform questions. Manages approximately 50 tickets daily, investigates and resolves issues, communicates clearly through Intercom, and collaborates with Customer Success, Product, Engineering, and Operations. Builds platform expertise, escalates complex issues, identifies support trends, and recommends improvements to products, documentation, and workflows.
Top Skills:
GmailGoogle DocsGoogle SheetsGoogle WorkspaceIntercom
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
