Customer Support Specialist - L1 | L2
Role Overview:
You will spend most of your time interacting directly with customers and ensuring that they have an amazing experience using the customer technology platform. Daily tasks include gathering information from users, triaging, diagnosing, and resolving issues reported to Altrio’s customers. This role will serve as the liaison between Customer Success and Product, serving as the voice of the customer to make our customer’s product better.
Additionally, you will handle more complex technical issues that require deeper investigation and collaboration with other teams.
Skills and Qualifications:
- All customers served will be US-based. Fluency in English is a requirement.
- Experience with Notion, JIRA, DataDog, Python, SQL, and SnowFlake.
- Strong analytical and problem-solving skills.
- Ability to handle complex technical issues and provide effective solutions.
- Excellent communication skills (organizational, oral, and written).
- Customer service-oriented (empathetic, responsive, patient, and conscientious).
- Prior experience at a software/technology company preferred.
Technologies and Tools:
- Notion: For documentation and knowledge base management.
- JIRA: For issue tracking and project management.
- DataDog: For monitoring and performance management.
- Python: For scripting and automation tasks.
- SQL: For database queries and data analysis.
- SnowFlake: For data warehousing and analytics.
- Zendesk: For customer support ticketing system.
Who You Are:
- Accountable and has high level of integrity
- Positive and optimistic
- Organized and detail-oriented
- Fueled by problem-solving and conflict resolution
- Able to multi-task, stay focused and self-manage
- Willing and quick to learn on the job
What You’ll be Doing:
- Interact with customers via Zendesk Support system.
- Monitor ticket queue to ensure tickets are assigned, worked on, and resolved in a timely manner.
- Identify and follow escalation protocols for critical or high-priority tickets.
- Evaluate, troubleshoot, and follow-up on customer issues.
- Research systems to find missing information as applicable.
- Gather pertinent information and coordinate with internal departments to resolve issues as needed.
- Handle complex technical issues that require deeper investigation and collaboration with other teams.
- Utilize tools like Notion, JIRA, DataDog, Python, SQL, and SnowFlake to diagnose and resolve issues.
- Provide training and guidance to Tier 1 support specialists.
- Document solutions and create knowledge base articles for common issues.
Nice to Have:
- Commercial P&C underwriting experience
- Direct exposure to digital underwriting or automation tools
- ITIL Certification: ITIL (Information Technology Infrastructure Library) certification is still relevant and highly regarded in the industry. It demonstrates a strong understanding of IT service management best practices and can be beneficial for a support role.
- Experience with Cloud Platforms: Familiarity with cloud platforms like AWS, Azure, or Google Cloud can be advantageous, as many B2B software companies leverage cloud technologies.
- Familiarity with DevOps Practices: Understanding DevOps practices and tools like Docker, Kubernetes, and CI/CD pipelines can be beneficial for a support role in a software company.
- Customer Success Experience: Prior experience in customer success roles can be valuable, as it involves ensuring customers achieve their desired outcomes with the product.
- Strong Technical Writing Skills: Ability to create clear and concise documentation, knowledge base articles, and user guides.
- Understanding of data enrichment/risk scoring