Job Details

Job Summary:
The Customer Support Specialist serves as the first line of support for mPulse customers, providing timely, accurate, and friendly assistance to ensure a positive client experience. This role combines technical troubleshooting, communication, and problem-solving skills to help customers maximize the value of the mPulse platform. The ideal candidate thrives in a fast-paced SaaS environment and enjoys helping customers succeed.
Duties/Responsibilities:
* Act as the primary contact for customer inquiries through the mPulse Customer Community, email, chat, and phone.
* Troubleshoot and resolve technical issues related to the mPulse platform.
* Provide education and guidance to customers on product features and functionality.
* Manage customer support cases using Salesforce and Jira, ensuring accurate documentation.
* Escalate complex issues to Engineering, Product, or senior support teams as needed.
* Collaborate with internal teams to communicate customer feedback and recommend improvements.
* Maintain current knowledge of product updates, enhancements, and releases.
* Contribute to internal documentation and external knowledge base content.
* Meet or exceed KPIs such as response time, resolution rate, and customer satisfaction.
* Participate in proactive system monitoring and on-call rotation as scheduled.
* Support customers across all U.S. time zones.
Skills/Abilities/Experience:
* Excellent written and verbal communication skills.
* Strong technical troubleshooting skills (SQL, APIs, integrations, cloud systems).
* Familiarity with Salesforce, Jira, and other CRM/ticketing tools.
* Strong organizational and prioritization skills in a fast-paced environment.
* Ability to demonstrate empathy, patience, and a customer-first mindset.
* Analytical thinker with excellent problem-solving abilities.
* Ability to work independently and collaboratively in a remote environment.
Minimum Qualifications:
* 2-4 years of experience in a SaaS customer support or similar technical support role.
* Experience supporting B2B software platforms preferred.
* Bachelor's degree or equivalent work experience.
* Familiarity with remote work and communication tools (Slack, Zoom, Teams, Confluence).
Physical Requirements:
* Ability to sit and stand for extended periods of time.
* Ability to lift up to 10 lbs.