Customer Support Specialist

Granum

Customer Support Specialist fielding tier 1 inquiries for SaaS products in North America. Troubleshooting, resolving issues, and enhancing support processes in a collaborative environment.

Posted 6/29/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $55,000 - $65,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

TroubleshootingTechnical WritingSaaS SupportResearch SkillsMultitaskingPrioritizationProduct KnowledgeSolution Implementation

Soft Skills

Clear CommunicationEmpathyGrowth MindsetCustomer Service OrientationProblem-Solving