Customer Support Specialist

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🔥 14 minutes ago

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Granum

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

🔌 API

👥 B2C

☁️ SaaS

API • B2C • SaaS

Granum is an online image hosting and sharing service that lets users upload, organize, and embed images and albums. It supports drag-and-drop uploads, direct image links, BBCode/HTML embed codes, configurable auto-delete timers, and a freemium/Pro subscription with higher limits and API access. The platform emphasizes easy sharing, multilingual support, and simple account management with privacy controls and terms of service.

📋 Description

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services • Directly troubleshoot customer issues and resolve them by implementing attainable solutions • Evaluate and escalate bugs to development as they come to your attention inside the product • Provide feedback to develop support processes. Your input will ultimately add value for our customers • Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation). • Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner • Work cross-functionally with other members within the organization

🎯 Requirements

• A bachelor’s degree or equivalent experience • Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product • Ability to apply sound judgment and product knowledge to deliver timely solutions • Fast learner with a track record of mastering new technical tools and systems • Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support) • Previous experience in a high-volume support/customer service role • Analytical mindset with strong research and problem-solving skills • Applicable technical writing skills • The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner. • The ability to multitask and prioritize trouble tickets as they come in • Clear and concise communication skills • A strong growth mindset and a desire to learn • A natural puzzle solver

🏖️ Benefits

• In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add ons like HSA/FSA accounts, disability and life insurance, and more. • In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage - giving you a flexible way to manage your healthcare needs. • We're committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada. • We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive. • And when it comes to work-life balance? We offer unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 - so you can truly recharge.