Customer Support Specialist

<p style="min-height:1.5em"><strong>About DevSavant</strong></p><p style="min-height:1.5em">At DevSavant, we are a trusted technology partner. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment.</p><p style="min-height:1.5em"><strong>Responsibilities</strong></p><p style="min-height:1.5em"><strong>Customer Support:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Provide first-level support to customers by troubleshooting and resolving issues related to the software.</p></li><li><p style="min-height:1.5em">Deliver timely and accurate responses through a ticketing system, ensuring all issues are logged, prioritized, and resolved efficiently. Follow up with customers to ensure the resolution meets their satisfaction.</p></li><li><p style="min-height:1.5em">Guide customers through platform features, helping them get the most out of the client's tools.</p></li><li><p style="min-height:1.5em">Communicate clearly and professionally, maintaining a positive customer experience.</p></li></ul><p style="min-height:1.5em"><strong>Product Expertise:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Become an expert on client's features and functionality to provide informed assistance. Stay up to date with product updates and new features to offer accurate support and information.</p></li><li><p style="min-height:1.5em">Troubleshoot technical issues, escalating to the appropriate team when necessary.</p></li></ul><p style="min-height:1.5em"><strong>Collaboration:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Work closely with the product and engineering teams to communicate customer feedback and ensure improvements align with user needs.</p></li><li><p style="min-height:1.5em">Share insights and common issues with the team to improve the product and support resources.</p></li></ul><p style="min-height:1.5em"><strong>Continuous Improvement:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Identify common customer pain points and suggest solutions to improve the user experience.</p></li><li><p style="min-height:1.5em">Contribute to the creation and maintenance of customer support materials, FAQs, and troubleshooting guides.</p></li></ul><p style="min-height:1.5em"><strong>Requirements</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">2+ years of experience in a customer support role, preferably within SaaS or technology-related industries.</p></li><li><p style="min-height:1.5em">Experience with ticketing systems (e.g., Zendesk, HubSpot, Freshdesk) is preferred.</p></li><li><p style="min-height:1.5em">Familiarity with practice management software or accounting-related tools is a plus.</p></li><li><p style="min-height:1.5em">Strong understanding of cloud-based platforms and SaaS tools. Ability to quickly learn new software and troubleshoot user issues.</p></li><li><p style="min-height:1.5em">Excellent verbal and written communication skills, with the ability to simplify complex issues for non-technical users.</p></li><li><p style="min-height:1.5em">A customer-centric approach, always aiming to solve problems while ensuring a positive user experience.</p></li><li><p style="min-height:1.5em">Strong critical thinking and problem-solving skills. Ability to manage multiple issues and prioritize effectively in a fast-paced environment.</p></li><li><p style="min-height:1.5em">Ability to work independently but also collaborate effectively with cross-functional teams to resolve issues and improve the product.</p></li><li><p style="min-height:1.5em">A high school diploma or equivalent is required; a college degree is a plus.</p></li></ul>