Customer Support Specialist II

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.