CRIO

Support Specialist I

CRIO

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $50,000 - $60,000 per year

About the role

  • Identify and troubleshoot common client incidents.
  • Research issues using CRIO resources and test solutions in sandbox environments.
  • Document incidents, workarounds, and resolutions for future reference.
  • Escalate complex technical issues as needed.
  • Work with Customer Experience (CX) teams to highlight critical client concerns.
  • Coordinate with the Product Team to escalate support tickets requiring Engineering intervention.
  • Develop expertise in CRIO systems, completing all required modules and certifications.
  • Reference standard operating procedures (SOPs) to guide client interactions.
  • Provide client support via LiveChat, email, and direct communication.
  • Engage in internal communications via Slack, email, meetings, and JIRA boards.
  • Continuously refine customer engagement and troubleshooting communication skills.

Requirements

  • 2-5 years of experience in Technical Support, Customer Support/Success
  • Demonstrated career progression, including leadership impact
  • Enterprise (B2B) Client Support experience with a SaaS product; ideally in IT/Healthcare IT landscape
  • A strategic thinker with strong analytical and research skills who can use data and resources to find solutions
  • Strong organizational and time management skills.
  • Flexible schedule
  • Experience working with offshore support resources preferred
  • Highly self motivated
  • Has worked with remote teams and effective communication in a digital/remote landscape
  • Excellent written and verbal communication abilities.
  • Ability to multitask and work efficiently in a team-oriented environment.
Benefits
  • Work from anywhere
  • Unlimited PTO
  • 401k company match
  • Healthcare
  • Dental
  • Vision (Company Paid 100%)
  • Life insurance
  • Professional development
  • Work From Home Expense Reimbursement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Technical SupportCustomer SupportSaaSCRIO systemsIncident troubleshootingData analysisResearch skillsDocumentationClient engagementMultitasking
Soft skills
LeadershipOrganizational skillsTime managementSelf-motivatedEffective communicationTeam-orientedStrategic thinkingAnalytical skillsFlexibilityCustomer engagement
Certifications
CRIO certifications