Customer Support Specialist
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Posted: 10/20/2026
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Customer Support Specialist
AIA Contract DocumentsCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer support capabilities with expertise in troubleshooting software issues and effective communication. Proficient in using customer support platforms and maintaining accurate documentation while managing multiple customer interactions.
Highest-signal resume keywords
Frontline Customer Support ExperienceSoftware Troubleshooting SkillsHubSpot ProficiencyZendesk FamiliarityClear Verbal And Written Communication
About the role
Key responsibilities & impact- Serve as a frontline point of contact through phone, email, and chat
- Investigate, reproduce, and troubleshoot customer questions and software issues
- Ask diagnostic questions and guide customers through practical solutions
- Own customer issues from initial contact through resolution or escalation
- Handle challenging or frustrated customer interactions professionally
- Develop strong working knowledge of ACD products, features, workflows, and customer use cases
- Translate software concepts into clear guidance
- Use HubSpot, Zendesk, or similar support platforms to document interactions and track cases
- Prioritize multiple customer interactions in a high-volume, phone-centered environment
- Partner with Product and Technology teams to escalate complex issues
- Identify recurring questions and opportunities to improve knowledge resources, workflows, and customer experience
- Participate in product updates, training, coaching, and team meetings
- Follow company policies, privacy, and information-security requirements
- Perform other duties as assigned
Requirements
What you’ll need- At least 1 year of direct, frontline customer support experience at a software or SaaS company
- 1–2 years or more preferred
- Experience handling customer issues directly by phone, email, and chat
- Demonstrated software troubleshooting skills
- Clear verbal and written communication skills
- Strong empathy, active listening, and de-escalation skills
- Ability to remain composed in difficult customer conversations
- Ownership mindset, attention to detail, follow-through, coachability, and sound judgment
- Ability to work across multiple applications and customer cases while maintaining accurate documentation
- Familiarity with HubSpot, Zendesk, or comparable customer support/ticketing systems preferred
- Proficient use of common business software and Microsoft 365
- Ability to consistently work an assigned support shift of 9:00 a.m.–6:00 p.m. ET or 10:00 a.m.–7:00 p.m. ET
- Maintain a professional remote work environment and reliable high-speed internet access
- Regular and predictable attendance; availability during established business hours and scheduled meetings
- Ability to legally work in the country where the job is located and answer employment sponsorship questions
Benefits
Comp & perks- Bonus
- Company-paid health benefits
- 401k with company match
- WFH Stipend
- Fully remote work arrangement
- Annual in-person ACD Connect event and occasional business-related travel
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingDocumentationCustomer Interaction ManagementAttention To DetailActive Listening
Soft Skills
EmpathyDe-Escalation SkillsOwnership MindsetComposure Under PressureCoachability
Tools & Technologies
HubSpotZendeskMicrosoft 365ACD Products
Industry Keywords
SaaSCustomer SupportInformation SecurityPrivacy Policies