Customer Support Specialist
WinRed
- Washington, Utah, United States
- Washington, Utah, United States
About
This position is ideal for someone who is detail-oriented, customer-focused, and comfortable balancing reactive support with proactive education and documentation work.
Core Responsibilities
Customer Support & Issue Resolution
- Serve as a primary responder for customer inquiries via Intercom and email
- Triage and resolve support requests across Tier 1-Tier 4 issues
- Escalate technical issues to appropriate internal teams and track them through resolution
- Communicate clearly with customers regarding next steps, timelines, and outcomes
- Rotate through scheduled support roles, including onboarding, offboarding, and platform-specific support coverage
- Support customer onboarding and offboarding workflows based on team schedules
- Assist new users in understanding platform functionality and best practices
- Answer follow-up questions related to setup, configuration, and feature usage
- Create, edit, and maintain customer-facing support documentation in Intercom
- Work with Product and Engineering teams to document new features prior to deployment
- Update existing articles to reflect product changes and improvements
- Follow internal documentation standards to ensure clarity, consistency, and accuracy
- Assist with go-to-market activities for new feature launches by:
- Drafting support documentation for new features
- Updating feature summary documentation
- Supporting webinar training materials as needed
- Track and complete assigned tasks within go-to-market workflows
- Host and support live customer training webinars, including:
- Weekly "Getting Started" webinars for new users
- Bi-weekly advanced training webinars for experienced users
- Assist with scheduling webinars in Zoom and maintaining registration links
- Help update webinar landing pages and post webinar details internally
- Assist with recurring internal reporting related to customer support performance
- Help maintain accuracy of external-facing information used for customer communications
- Support ad-hoc operational projects related to customer experience and education
Requirements
Qualifications
- 1-3 years of experience in customer support, customer success, or client services
- Strong written and verbal communication skills
- Experience working with support tools such as Intercom or similar platforms
- Comfortable explaining technical concepts to non-technical users
- Highly organized with strong attention to detail
- Ability to manage multiple tasks in a fast-paced environment
Nice to Have
- Experience in SaaS or technology platforms
- Exposure to customer documentation or knowledge base management
- Experience assisting with webinars, trainings, or customer education initiatives
- Familiarity with cross-functional collaboration across Product or Engineering teams
Benefits
- Healthcare
- Dental & Vision coverage with HSA option
- 401k with company contribution
- Unlimited PTO
- 3 months paid maternity & paternity
- Issued Company Laptop
- Noise Cancelling headphones
- WFH Equipment Stipend
- Digital News Subscription
Languages
- English
Notice for Users
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