Support Specialist (Customer & Technical Support)

About the Role:
As a Support Specialist, you’ll play a key role in delivering an exceptional customer experience by helping customers resolve issues, answering questions, and ensuring they get the most out of our platform. You’ll troubleshoot problems, provide clear and effective solutions, and collaborate with internal teams to ensure every customer receives timely and reliable support.

Key Responsibilities:

• Respond to customer inquiries via phone, email , and chat.
• Troubleshoot technical, account-related, and product usage issues.
• Guide customers through solutions and provide clear, practical recommendations.
• Document customer interactions and resolutions accurately.
• Escalate complex issues to the appropriate internal teams when necessary.
• Collaborate with internal teams to ensure timely and effective customer resolutions.
• Identify recurring issues and contribute ideas for process and service improvements.
• Take ownership of customer concerns and follow through until resolution.

Required Qualifications:

• At least 2 years of experience in Customer Support, Technical Support, Help Desk, or a similar customer-facing role.
• Excellent written and verbal English communication skills.
• Strong troubleshooting, problem-solving, and critical-thinking abilities.
• Ability to work independently and effectively in a remote environment.
• Strong organizational skills and attention to detail.

Preferred Qualifications:

• Experience supporting software platforms, SaaS products, POS systems, or Property Management Systems (PMS).
• Experience using Zendesk, Freshdesk, Zoho, Intercom, Salesforce, or similar customer support platforms.
• Experience supporting customers in hospitality, retail, or eCommerce environments.

Work Schedule:

• Rotating schedule, including evenings, weekends, and holidays as needed.

How to Apply
Please submit the following:

• A link to your most up-to-date resume.
• A brief introduction highlighting your relevant experience.
• Include the word SHARED in your application subject line.

Applications that do not follow the instructions above may not be considered.