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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support, with a strong focus on resolving complex technical issues and maintaining high customer satisfaction. Proficient in managing ticket volumes, mentoring team members, and contributing to knowledge-base content.
Highest-signal resume keywords
Customer Support ExperienceTechnical Problem-SolvingEmail DeliverabilityIncident CommunicationZendesk Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Email SupportREST APIsSQLHTML DebuggingSnowflakeSplunkPostmanJIRAConfluenceFinancial Management Software
Soft Skills
Customer FocusEmpathyActive ListeningCreative Problem-SolvingAttention to Detail
Tools & Technologies
ZendeskSnowflakePostmanJIRAConfluence
Industry Keywords
SaaSTechnical SupportCustomer SatisfactionIncident ReportingClient-Facing Role
Tech Stack
Tools & technologiesSFDCSplunkSQL
About the role
Key responsibilities & impact- Provide product support for customer inquiries via telephone, email, social media, and chat
- Assess product or service issues and resolve complex support problems
- Log customer interactions and tag/categorize issues
- Resolve a consistent monthly ticket volume
- Serve as the escalation point for moderately complex issues and escalate to Product and Engineering as necessary
- Identify improvements to existing processes and procedures
- Mentor newer Customer Support team members
- Contribute knowledge-base content for team and customer enablement
- Ensure Support SLAs and CSAT goals are met and ticket queues are well managed
- Handle incident reporting and on-call responsibilities
Requirements
What you’ll need- 3-4 years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies
- Demonstrated customer focus, empathy, active listening, and ability to diplomatically address customer concerns and provide feedback
- Experience communicating complex technical issues to technical and non-technical audiences via phone or email
- Strong, creative problem-solving skills
- Ability to learn quickly, take initiative, and follow through
- Ability to remain calm and effective under higher workloads and prioritize situational urgency
- Attention to detail and ability to ramp up quickly on new products and technologies
- Experience with incident communication and on-call
- Experience supporting Email or similar REST APIs
- Experience with Email Deliverability
- Experience with Snowflake
- Experience with terminals/command prompt
- JIRA/Confluence experience is a plus
- Reading/debugging HTML is a plus
- SQL is a plus
- Experience with Snowflake and Splunk is a plus
- Experience with SFDC, QuickBooks, Zuora, or other financial management software and financial principles is a plus for some Billing roles
- Postman or other API client experience
- Zendesk is preferable
Benefits
Comp & perks- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- Volunteering and donation support
- Remote-first work arrangement
- Occasional travel to project or team in-person meetings