Customer Support Representative

Togetherwork

. Deliver friendly, professional customer support through phone and email .

Posted 11/3/2026full-timeRemote • United StatesMid-LevelSenior💰 $50,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support for SaaS applications, with strong technical troubleshooting skills and the ability to communicate effectively with both technical and nontechnical stakeholders. Proven ability to manage customer inquiries, document findings, and contribute to product improvements.

Highest-signal resume keywords

Customer-Facing SaaS Technical Support ExperienceTechnical TroubleshootingExcellent Written And Verbal Communication SkillsStrong Customer Service SkillsOrganizational Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingTechnical SupportIssue DocumentationCase ManagementProduct Functionality Understanding

Soft Skills

EmpathyPatienceProfessionalismProactive ApproachCollaboration

Tools & Technologies

Jira

Industry Keywords

Customer SupportSaaSTechnical Problem-SolvingCustomer SatisfactionSupport Documentation

About the role

Key responsibilities & impact

Deliver friendly, professional customer support through phone and email
Troubleshoot Doubleknot application issues, including reporting, system functionality, integrations, and point-of-sale workflows
Manage customer support cases from initial inquiry through resolution, providing consistent follow-up and clear communication
Investigate reported issues, gather relevant information, and identify steps needed to reproduce technical problems
Document troubleshooting findings and escalate issues through appropriate tools and processes, including Jira
Partner with Engineering and Product teams to investigate product issues, test potential solutions, and communicate customer impact
Prioritize customer inquiries based on urgency, business impact, and established support expectations
Help customers understand product functionality and recommended troubleshooting steps
Maintain accurate case notes, customer communications, and issue documentation
Review existing support documentation for accuracy and contribute updates when needed
Identify recurring customer challenges and share feedback that may improve the product or support experience
Support customer satisfaction initiatives by demonstrating empathy, accountability, and a commitment to resolving issues
Develop product expertise through training, hands-on troubleshooting, and collaboration with teammates

Requirements

What you’ll need

Bachelor's degree in Information Systems, Business, or a related field, or equivalent professional experience
3+ years of customer-facing SaaS technical support experience
Experience in a customer-facing support role involving software applications, technical troubleshooting, or similar problem-solving responsibilities
Ability to investigate customer issues, gather relevant information, and communicate findings clearly
Strong customer service skills, with demonstrated patience, empathy, and professionalism
Excellent written and verbal communication skills, including the ability to explain technical concepts to nontechnical customers
Strong organizational skills and the ability to manage multiple customer inquiries while maintaining accurate documentation
A proactive approach to issue ownership, follow-up, and customer satisfaction
Ability to collaborate with technical and nontechnical teams to resolve customer concerns
Willingness to learn new systems, processes, and product functionality
Eastern Standard Time coverage preferred

Benefits

Comp & perks

Medical, dental, and vision insurance options
100% Employer paid short/long term disability
Basic Life
401(k) option with 100% company match up to 4%
Flexible paid personal/vacation time built on mutual trust and accountability
10 sick days annually
10 company paid holidays
6 weeks paid parental leave
Pet Insurance
Medical Travel Benefits
Infertility Benefits
Teladoc
Employee Assistance Program
Wellness Benefits & Engagement Platform
Discretionary bonuses
Long-term incentives