A support specialist who works inside your customer support or product team, helping customers solve technical problems with your product or service so they stay productive and stay with you.
What they do
- Respond to customer calls, chats and emails, and log every case in your ticketing system
- Diagnose product issues by reproducing problems, reviewing logs and walking customers through fixes
- Escalate bugs and complex cases to engineering or Tier 3 with clear steps, screenshots and environment details
- Guide customers through setup, onboarding and configuration
- Write and update help center articles and troubleshooting guides from recurring issues
- Track resolution times and customer satisfaction, and flag trends to your product team
Common tools
ZendeskFreshdeskIntercomJiraSalesforce Service CloudRemote desktop toolsSlack
Works with
Customers, product managers, QA and engineering teams, alongside your in-house support team.
