Aquila

Customer Support Specialist

Aquila

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

JuniorMid-Level

About the role

  • Serve as trusted point of contact for a portfolio of 20–40 clients across the United States and Canada
  • Manage incoming support requests via phone, chat, and email; triage inquiries and create tickets when needed
  • Troubleshoot technical issues, provide real-time assistance, and follow up to ensure resolution and client satisfaction
  • Research and document solutions using historical data and past tickets
  • Collaborate with Developers and Business Analysts to resolve complex issues and communicate findings
  • Gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases
  • Participate in team meetings, training sessions, and webinars to ensure alignment and ongoing development
  • Full-time, fully remote role with working hours aligned to 9am - 5pm PST within the United States or Canada

Requirements

  • 2+ years of experience in technical customer support (startup or high-growth preferred)
  • Available to work 9:00 a.m. to 5:00 p.m. Pacific Time (PST)
  • Proficient with Microsoft Office, databases, and remote access tools
  • Comfortable learning new technologies, chatbots, automated ticketing systems, and AI-enhanced help desk platforms
  • Analytical, detail-oriented, client-focused with strong critical thinking and problem-solving skills
  • Excellent verbal and written communication skills; able to translate technical guidance for non-technical audiences
  • Collaborative virtual team member; responsive and exercises sound judgment
  • Experience managing multiple client relationships and prioritizing tasks