Customer Support Specialist

1 week ago

Toronto, Canada Sodales Solutions Full time

**Job Summary**:
We are seeking a highly motivated **Customer Support Specialist** with a blend of technical understanding and communication skills. This role involves not only supporting customers and managing support tickets but also gathering detailed requirements and collaborating with internal teams to design effective solutions. You’ll be the frontline for customer inquiries, while also contributing to continuous product improvement through your insights.

**Key Responsibilities**:

- Manage, triage, and resolve support tickets using a ticketing system (e.g., Zendesk, Jira, Freshdesk).
- Gather, document, and analyze customer requirements to help define functional solutions.
- Collaborate with Product, Engineering, and QA teams to communicate customer needs and assist with troubleshooting or feature validation.
- Translate technical information into clear, customer-friendly language.
- Identify recurring issues and suggest improvements to product or support processes.
- Assist in maintaining and improving support documentation and knowledge base content.
- Escalate complex issues appropriately while maintaining ownership and communication with the customer.

**Qualifications**:

- Bachelor’s degree in Information Systems, Business, Computer Science, or related field (preferred but not required).
- 2-4 years of experience in customer support, technical support, or client services.
- Experience in gathering business or technical requirements from end users.
- Ability to design or suggest product/process solutions based on customer feedback.
- Proficiency with ticketing and CRM systems (e.g., Zendesk, Jira, Salesforce).
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Familiarity with SaaS platforms, APIs, or system integrations is a plus.
- Comfortable working cross-functionally in a fast-paced environment.

**Preferred Skills**:

- Basic understanding of UX/UI or product design principles.
- Experience creating support process workflows or standard operating procedures.
- Knowledge of SQL, XML/JSON, or other data formats is a plus.

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