Jellyfish

Customer Support Specialist

Jellyfish

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $110,000 - $130,000 per year

About the role

  • Manage a queue of incoming support-related requests and work with your team to prioritize tasks.
  • Respond to and action on issues, questions, and configuration needs from customers and internal members of the Success team, providing front-line support via email, support ticketing, and Zoom meetings.
  • Working with internal stakeholders to assess, prioritize, and mitigate issues, who might look like customer success managers, engineers, or fellow team members.
  • Attend virtual meetings with customers to analyze, troubleshoot, and diagnose problems.
  • Maintain proactive, engaged ownership and awareness throughout your daily workflow.
  • Keep customers informed of the status of their open support requests.
  • Identify, report, and document patterns and feedback on incoming requests and questions, providing useful data to inform the broader Jellyfish organization.
  • Assist in creating documentation and KB to better serve our internal and external customers.
  • Develop and maintain a deep understanding of both the Jellyfish Platform and our customers' specific needs.
  • Work with the team to improve internal processes and pursue side projects that increase efficiency.

Requirements

  • Technical support foundation: prior hands-on support experience with strong logical triage and debugging skills.
  • Resourceful problem solver: detail-oriented and creative in using available tools and information to identify solutions.
  • Triage expertise: rapidly assesses issues, follows the right process, stabilizes impact, communicates to key stakeholders, prevents escalation, documents actions, and drives both immediate workarounds and long-term resolution.
  • Self-starter: highly self-motivated with strong queue management and prioritization skills.
  • Customer and escalation management: able to manage multiple customer priorities at once, communicate promptly, and effectively use escalation workflows when needed.
  • AI fluency: experience using AI tools to craft effective prompts, validate outputs, extract key information, and apply insights in practical work across multiple projects.
  • Strong verbal and written communication skills.
Benefits
  • Occasional travel may be required.
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supportlogical triagedebuggingqueue managementescalation workflowsAI toolsproblem solvingdocumentationtroubleshootingcustomer support
Soft Skills
detail-orientedself-starterstrong communicationresourcefulprioritizationteam collaborationcustomer managementproactive ownershipengagementcreativity