Support Specialist

Kojo

Support Specialist managing 30–40 customer inquiries daily for a rapidly growing construction technology company. Investigating product issues and providing solutions under tight deadlines from home.

Posted 5/6/2026full-timeRemote • 🇲🇽 MexicoJuniorMid-Level💰 $20,000 - $30,000 per yearWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Owning 30–40 customer cases per day across email, chat, and occasional phone or video (roughly 150 customer interactions per week)
Investigating workflow and product issues by reproducing steps, reviewing customer activity in-app, and consulting Zendesk history, Slack, Jira tickets, and Notion runbooks before going back to the customer
Diagnosing common issues such as ERP sync gaps (Spectrum, Sage 300 CRE, NetSuite), SSO redirect loops after domain migrations, AI Scanning failures on vendor invoices, and quantity discrepancies between the field and the system
Triaging potential bugs and escalating to Technical Support and Engineering with clean repro steps, documentation, and a filed Jira ticket
Owning tickets through to resolution with proactive customer communication and clear status updates
Maintaining SLAs, queue health, ticket tagging, status hygiene, and end-of-day handoffs
Spotting trends across tickets and flagging them to Support Leadership and Product so we address root causes, not just symptoms

Requirements

What you’ll need

2–4 years in a high-volume customer support role (25+ tickets/day sustained)
Independent technical troubleshooting in SaaS, IT, or integrations — comfortable working from logs, dashboards, runbooks, and customer screenshots without an engineer holding your hand
Time-sensitive customer work in an environment where a delayed reply has real consequences — AP/finance, healthcare scheduling, legal admin, logistics dispatch, or B2B SaaS support
Remote work under SLA targets, throughput tracking, and online-status visibility, with comfort treating that as part of the role
A real, describable system for managing 15–30 open threads at once — specific tags, queues, and daily review times you could walk us through on a Wednesday morning
Clear, warm written communication under time pressure — able to adapt tone to the audience (concise for a foreman, formal-but-human for an IT admin, warm-but-honest for an exhausted AP clerk) without ever putting blame on the customer

Benefits

Comp & perks

New hire equity grant
Full suite of perks and benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical troubleshootingSaaSERP syncAI scanningJiraZendeskNotionSlackticket managementworkflow investigation

Soft Skills

proactive communicationtime managementproblem-solvingadaptabilitycustomer empathyorganizational skillsattention to detailtrend analysisindependenceclear written communication