At SafetyIQ, we're passionate about building technology that keeps people safe. Our mission is to empower organizations to create safer working environments with smart, data-driven decisions through our software. As a key member of the Customer Success team, the Customer Support Specialist ensures exceptional service delivery by providing timely, knowledgeable, and friendly support to users of our software across multiple platforms. This role is vital in enhancing the overall customer experience through responsive communication, technical troubleshooting, knowledge base management, and cross-functional collaboration. You'll work closely with product, development, and success teams to resolve issues, improve support processes, and contribute to product enhancements.

KEY RESPONSIBILITIES

·         Respond to customer queries with professionalism, empathy, and urgency.

·         Troubleshoot technical issues, guide customers through solutions, and escalate complex problems when necessary.

·         Maintain detailed records of support interactions, resolutions, and trends using our ticketing system.

·         Create and manage self-service content such as FAQs, support articles, and video tutorials.

·         Collect and analyze customer feedback to identify patterns, recurring issues, and opportunities for product improvement.

·         Collaborate with product and development teams to test software updates and report bugs or usability concerns.

·         Assist in generating support analytics and reports to inform internal decision-making and support customer account management.

·         Support customers in configuring integrations and APIs, offering guidance on best practices and technical solutions.

·         Partner with Customer Success Managers to assist in onboarding and driving customer engagement, identifying opportunities for expansion and value growth.

·         Contribute to process optimization and share insights to continually improve the customer support function.

QUALIFICATIONS, EXPERIENCE & SKILLS

·         Minimum two years in a customer support role within a SaaS or software-related environment.

·         Experience using customer service platforms such as HubSpot and Vitally (preferred)

·         Excellent communication skills with the ability to translate technical topics into customer-friendly language.

·         Strong problem-solving abilities and critical thinking with the ability to diagnose customer issues, think critically, and provide effective solutions.

·         A passion for customer success and a genuine desire to provide the best customer experience.

·         Comfortable working in a fast-paced, start-up environment with evolving processes.

·         Collaborative mindset with the ability to work cross-functionally across multiple teams including developers, product managers and sales.

·         Experience with APIs, integrations, and data analysis tools like Power BI is a strong advantage.

This job description serves to illustrate the scope and responsibilities of the role and is not intended to be an exhaustive list of duties. Employees are expected to perform other job-related tasks within their skill and capability as requested by management and as necessitated by the development of this role and the development of the business.