Customer Support Specialist (remote - North America) - Remote Eligible

Customer Support Specialist

This position is posted by Jobgether on behalf of Qualio. We are currently looking for a Customer Support Specialist in North America.

As a Customer Support Specialist, you'll be at the frontline of customer success, helping users navigate and make the most of a robust SaaS platform serving the life sciences industry. You'll respond to product and technical inquiries primarily via chat and email, delivering fast, empathetic, and knowledgeable assistance. With each customer interaction, you'll play a key role in boosting satisfaction, flagging risks or opportunities, and contributing to product and process improvements. This is a fully remote position, perfect for someone who enjoys problem-solving, working cross-functionally, and making a direct impact.

Accountabilities:

• Respond to customer inquiries with urgency and professionalism, troubleshooting product and technical issues to deliver timely resolutions.
• Research, reproduce, and resolve complex support cases while maintaining a strong sense of ownership.
• Collaborate closely with Customer Success Managers, Product, and Development teams to ensure a seamless customer experience.
• Leverage in-depth troubleshooting and diagnostic skills to identify root causes and recommend solutions.
• Identify patterns or trends in customer interactions that indicate risks or upsell opportunities, sharing insights with relevant stakeholders.
• Guide customers toward training resources and suggest process or product improvements based on real-world feedback.