Customer Support Specialist

Job Summary

Infodash is looking for a highly organized and detail-oriented problem solver with a passion for delivering exceptional customer service to join our fast-growing team. Do you excel at managing customer support requests, identifying solutions, and keeping everything on track to ensure timely resolution? Do you have both technical knowledge and strong communication skills you can apply to confidently triage issues, implement configurations, and work closely with developers when needed? Will you take ownership of customer satisfaction and understand the critical role support plays in building trust and long-term relationships? If you answered yes to these questions, we’d love to hear from you!

Responsibilities

• Customer Support Management: Serve as the first point of contact for all customer support requests, providing clear and timely responses to inquiries.
• Issue Triage: Assess and categorize incoming support requests, distinguishing between configuration issues, bugs, and enhancement requests.
• Configuration Support: Resolve configuration-related issues directly, leveraging knowledge of Infodash, SharePoint, Microsoft Teams, our internal Knowledge Base and related tools.
• Bug Escalation: Work with customers to gather detailed information for bug reports, ensuring developers have the context and data they need to address issues efficiently.
• Follow-Up and Communication: Proactively follow up on open issues, keeping customers informed of progress and ensuring nothing falls through the cracks.
• Documentation: Maintain accurate records of support interactions and resolutions in a centralized system for easy reference and reporting.
• Customer Advocacy: Act as the voice of the customer, providing feedback to internal teams to enhance the Infodash platform and overall customer experience.

Qualifications

• Bachelor’s degree in Information Technology, Business, or a related field (or equivalent experience).
• 3-5 years of experience in a customer support role, preferably in a SaaS or technology environment.
• Strong understanding of Microsoft SharePoint, Teams, and related Microsoft 365 tools.
• Excellent written and verbal communication skills, with the ability to build strong relationships with clients and internal teams and explain technical concepts to non-technical users.
• Proven ability to triage issues effectively, prioritize tasks, and follow up to ensure timely resolution.
• Technical aptitude for diagnosing and resolving configuration issues.
• Familiarity with basic troubleshooting techniques and bug-reporting best practices.
• Outstanding organizational skills, attention to detail, and the ability to manage multiple requests simultaneously.
• A customer-first mindset, with a focus on delivering a positive experience at every touchpoint.
• Familiarity with ticketing systems (Jira is a plus).
• Ability to work independently and as part of a team in a fast-paced environment.
• Knowledge of the legal industry and its technological landscape is a plus.
• Openness to working flexible hours (e.g., UTC +0, UTC +5, or UTC -8)