Customer Support Specialist I

mPulse

. Serve as the primary point of contact for customer inquiries via mPulse Customer Community, email, chat, phone, and other channels .

Posted 9/17/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical troubleshooting skills and effective communication abilities while managing customer inquiries and support tickets in a fast-paced SaaS environment. Proficient in utilizing CRM tools and maintaining a deep understanding of product features to enhance customer satisfaction.

Highest-signal resume keywords

Customer Support ExperienceTechnical Troubleshooting SkillsSalesforce ProficiencyB2B SaaS Product SupportExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingCustomer SupportCRM ToolsTicketing SystemsAPIsIntegrationsSupport DocumentationMS ExcelProduct KnowledgeProcess Improvement

Soft Skills

EmpathyPatienceProblem-SolvingCritical ThinkingAbility to Manage Priorities

Tools & Technologies

SalesforceJIRASlackZoomTeamsConfluence

Industry Keywords

SaaSCustomer InquiriesCSATOn-Call RotationProactive Monitoring

About the role

Key responsibilities & impact

Serve as the primary point of contact for customer inquiries via mPulse Customer Community, email, chat, phone, and other channels
Troubleshoot and resolve minor technical issues related to the platform
Provide guidance and education to customers on effective product use
Manage customer tickets using Salesforce and JIRA
Escalate complex issues to Engineering, Product, or higher-level support as needed
Partner with internal teams to communicate customer feedback and identify product and process improvement opportunities
Maintain a deep understanding of the product and stay updated on new features and enhancements
Meet or exceed KPIs such as first response time, turnaround time, and CSAT
Participate in an on-call rotation
Participate in proactive monitoring and take corrective actions according to the SOP

Requirements

What you’ll need

1–3 years of experience in customer support, preferably in a SaaS environment
Strong technical troubleshooting skills and ability to learn new technologies quickly
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced, high-growth environment
Experience with CRM and ticketing tools such as Salesforce
Empathy, patience, and a genuine desire to help customers
Strong problem-solving and critical thinking skills
Experience supporting B2B SaaS products
Familiarity with MS Excel, APIs, integrations, and basic technical concepts
Experience writing or contributing to support documentation or help centers
Familiarity with remote work tools such as Slack, Zoom, Teams, Confluence

Benefits

Comp & perks

Remote or virtual work arrangement