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16 OCT 2019 / Author: Solarify
Customer Support Specialist


Candidates should have a background and strong interest in B2B SaaS Customer Support and an eagerness to learn and master new skills in a high-energy, high-impact environment.


- Managing high-volume inbound support channels while maintaining support SLA goals - Identifying product and technical issues and use appropriate troubleshooting steps leading to resolution - Managing customer expectations regarding estimated response times for issue resolution - Expediting service in situations requiring urgent attention as determined by management - Identifying opportunities for improvement, contributes to solutions and, enhance workflow efficiency to enhance the customer’s experience - Reporting and tracking bugs affecting users - Collaborating with other departments within Reflektive to find resolutions to support issues - Fostering strong relationships with Customer Success to holistically address customer issues and provide additional insights from a customer perspective - Assisting with reporting and analysis of customer support metrics

Desired Skills and Experience

- 2-3 years of relevant work experience in a related role (which may include technical support, project management, product development, sales, account management, marketing, among others). - Top-notch communication skills, both written and verbal. - Experience with Zendesk or similar customer support software. - Fluency with Microsoft Office (particularly Excel) and Google Apps. - Organization and efficiency in time management and an ability to juggle many ongoing initiatives with grace. - A knack for data analysis and process/operations improvement. - A passion for problem-solving and a comfort with risk. Any small, early-stage business faces big challenges, and candidates should be prepared to proactively identify and solve challenges on the fly.

How to Apply:

Send your resume to