Customer Support Specialist

Job not on LinkedIn

🔥 1 minute ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aquila

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🏢 Enterprise

SaaS • Enterprise

Aquila is a company dedicated to partnering with software operators to enable their transition and achieve lasting success. They focus on backing category leaders in the software industry, facilitating their growth and development towards new heights. Aquila's mission emphasizes a long-term commitment to supporting these operators in realizing their full potential.

📋 Description

• Manage incoming support requests and triage emails and calls • Create tickets when needed and resolve customer issues efficiently • Address concerns ranging from password resets to functionality questions • Provide real-time support by phone, chat, and email • Follow up consistently to ensure issue resolution and client satisfaction • Research and document solutions to complex issues using historical data, closed tickets, and internal team knowledge • Collaborate with Developers and Business Analysts on client-focused solutions • Share findings in group communication channels • Participate in team meetings, training sessions, and webinars • Gather client feedback and communicate enhancement requests to Product and Development teams • Train clients on new releases • Contribute to continuous learning, knowledge sharing, and process improvement • Support a portfolio of 20 to 40 clients across the United States and Canada

🎯 Requirements

• 2+ years of experience in technical customer support • Experience ideally in a startup or high-growth environment • Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST) • Proficiency with Microsoft Office, databases, and remote access tools • Ability to quickly learn new releases, functionality, tools, chatbots, automated ticketing systems, and AI-enhanced help desk platforms • Analytical, detail-oriented, client-focused approach • Strong critical thinking, problem-solving, and organizational skills • Ability to identify patterns, reference prior resolutions, and build upon existing documentation • Excellent verbal and written communication skills • Ability to translate technical guidance for non-technical audiences • Ability to collaborate effectively in a virtual environment • Responsiveness, sound judgment, and awareness of tone, timing, and clarity • Respect for differing perspectives and commitment to inclusivity

🏖️ Benefits

• Fully remote position • Continuous learning, internal mobility, and advancement opportunities within Infinity, Aquila, or another business line • Coaching and career development support • Virtual interview process • Accommodations available on request for candidates with disabilities • Mission-driven, collaborative remote environment • High performance and hard work rewarded • Autonomy to be creative and curious