Customer Support Representative
Aspire Software
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Learn and maintain a deep understanding of the Hyper-Reach notification system, including its features, functions, and configurations.
- Respond promptly and professionally to client questions via email, phone, or ticketing system.
- Handle difficult or escalated customer situations with empathy, professionalism, and sound judgment.
- Manage, track, and resolve client issues in Jira Service Desk, ensuring accurate documentation of all interactions.
- Collaborate with internal teams (Engineering, Product, and Customer Support team) to ensure timely resolution of client issues.
- Learn and follow all company policies, procedures, and security protocols related to customer support and data handling.
- Serve as a backup resource for training activities: assisting in onboarding new clients and delivering system usage guidance when required.
- Serve as a backup resource for customer retention activities: proactively reaching out to clients to discover and assist with any open issues.
- Identify recurring issues and provide feedback to improve documentation, training materials, or product functionality.
Requirements
- Fluent written and spoken English communication skills are required.
- Prior experience using Jira Service Desk (or similar ticketing system) preferred.
- 1–3 years of experience in technical support, customer service, or software helpdesk roles.
- Strong analytical and troubleshooting skills with a proactive, customer-oriented approach.
- Ability to manage multiple tasks and maintain professionalism under pressure.
- High attention to detail and ability to follow procedures accurately.
- Knowledge of SaaS, emergency management, or communication systems is a plus.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingdocumentationcustomer service
Soft skills
communicationempathyprofessionalismanalytical skillsattention to detailproactive approachability to manage multiple tasks