Job Description

The Customer Support Specialist (CSS) will be responsible for managing and triaging all requests that come through support. These responsibilities include, but are not limited to

• Owning all emails, requests and questions that come through the support channel
• Assessing each issue and understanding where it should be escalated
  • Customer Success Management (CSM) team for customer workflow issues
  • Product (via Shortcut) for bug or software issues
• Performing minor maintenance and correction tasks within the Reconstruct platform
• Maintaining a fair understanding of Reconstruct to effectively troubleshoot support issues
• Assessing and triaging hardware issues that are sent through support
• Providing weekly updates to the Head of Customer Experience and Customer Success Management team on the following
  • Number of tickets created
  • Number of tickets closed
  • Number of open tickets
• Provide beta testing for new features released by product
• Updating technical documentation as appropriate

Skills Required

• Excellent understanding of Zendesk
• Excellent technical writing skills
• Ability to manage and triage issues
• Strong communication skills
• Strong technical troubleshooting skills

This position will report to the Head of Customer Experience. There is no anticipated travel associated with this role.

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