Customer Support Specialist

Role: As a Technical Support Specialist at WizCommerce, you will be a key contact for our clients, offering comprehensive support and ensuring their successful use of WizCommerce products. This role provides the opportunity to deepen your experience in customer success operations, troubleshooting, and product knowledge.

Responsibilities:
Customer Support and Issue Resolution:
Act as the first point of contact for customers seeking technical assistance v email, chat, and phone.
Diagnose, troubleshoot, and resolve customer issues effectively and promptly.
Document support tickets and resolutions in the system for future reference.
Provide detailed product guidance to customers, helping them maximize the value of WizCommerce's solutions.
Collaboration with Internal Teams:
Liaise with the technical and product teams to escalate and resolve complex issues efficientl
Serve as a bridge between customers and internal teams to relay feedback, pain points, and feature requests.
Participate in regular meetings with tech and product teams to stay updated on new releases, features, and improvements.
Product Knowledge and Expertise:
Gain in-depth knowledge of WizCommerces platform and stay up to date with product updates and enhancements.
Conduct periodic reviews of technical documentation to ensure relevance and accuracy.
Assist in creating customer-facing documentation, FAQs, and support materials.

Qualifications and Skill
Experience: 2+ years in a customer-facing technical support role, preferably in the B2B SaaS industry.
Technical Proficiency: Familiarity with troubleshooting web applications, API and cloud-based platforms.
Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
Customer Orientation: Passion for delivering excellent customer service with a focus on empathy and patience.
Collaboration: Ability to work effectively in cross-functional teams and handle multiple stakeholders.
Tools Knowledge: Experience using customer support tools such as Hubspot, JIRA, or similar platforms is desirable.

Benefit
Opportunity to work with a fast-growing B2B SaaS company making a tangible impact in the wholesale and distribution space.
Collaborative and inclusive work environment.
Competitive salary and benefits packag
Opportunities for growth and professional development.