Technical Customer Service Specialist

About Us

Insightful is a market-leading platform for workforce analytics. We process big data, synthesize it into actionable insights, and ultimately provide an easy-to-use product that empowers enterprise customers to improve employee productivity, business processes, and overall staff well-being.

Job Description:

In this position, you will act as the primary contact point for our clients, assisting them with troubleshooting and resolving technical issues as well as providing general customer support. Your strong communication skills, technical knowledge, and dedication to customer satisfaction will be crucial in maintaining and enhancing the quality of the user experience.

Responsibilities:

• Respond to customer inquiries, ensuring high-quality and professional customer support, following up until resolution.
• Handling complex troubleshooting scenarios with professionalism, patience, and understanding via chat or online meetings, including screensharing.
• Troubleshoot customer issues, including complex technical problems related to our product and customers local environment, both independently and in collaboration with our Engineering team.
• Document and report issues and resolutions, contributing to our knowledge base and providing insights for continuous product improvement.
• Take initiative and identify opportunities for improvement in our support processes, providing feedback and suggestions to the team.
• Utilize Intercom to maintain efficient and organized customer service operations.

You’ll be a great fit for this role if you have:

• Exceptional English language skills, both written and spoken.
• Excellent soft skills, including active listening, problem-solving, and empathy.
• Technical troubleshooting skills, ideally in both cloud and local environments.
• Experience working with APIs (e.g., using Postman)
• Basic knowledge of databases and querying (e.g., SQL)
• Ability to read technical documentation and translate it into customer-friendly language
• Proficient understanding of cloud-based platforms and local Windows and Mac environments
• Ability to work independently, in a fast-paced startup environment, and a self-driven attitude.
• Proactive mindset, ability to be a team player, and to collaborate effectively with diverse teams.
• Experience with modern customer support tools for tickets and live chat communications.

Bonus points:

• Familiarity with logging and monitoring tools
• Experience working in agile or fast-paced product environments
• Previous experience in a SaaS or B2B customer and technical support environment
• Experience with bulk deployments via MDMs and application integrations is considered a strong plus.