Silo

Customer Support Specialist

Silo

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

ERP

About the role

  • Serve as the first point of contact for customer inquiries across Silo’s product suite
  • Troubleshoot and resolve issues related to ERP workflows (orders, inventory, accounting)
  • Payments, billing, and integrations
  • Connectivity, system access, and configuration issues
  • Clearly document issues, root causes, and resolutions to ensure consistency and knowledge sharing
  • Escalate complex or high-impact issues to Engineering with clear reproduction steps and business context
  • Manage all assigned cases in Zendesk, ensuring accurate categorization and prioritization
  • Timely updates and clear customer communication
  • Collaborate cross-functionally to track bugs, enhancements, and technical investigations
  • Partner with Customer Success to ensure smooth handoffs for onboarding, renewals, and escalations
  • Assist in creating and maintaining troubleshooting guides, knowledge base articles, best-practice documentation for customers and internal teams

Requirements

  • Bilingual: English and Spanish (written and verbal)
  • 2–4 years of experience in Customer Support, Technical Support, or Help Desk roles
  • SaaS, ERP, fintech, or operations-focused software environments
  • Strong written and verbal communication skills with the ability to explain technical concepts clearly
  • Experience using Zendesk or similar support platforms
  • High attention to detail with strong documentation habits
  • Ability to work independently while managing multiple priorities
Benefits
  • Competitive Salary
  • Remote Work Options
  • Professional Development Opportunities

Applicant Tracking System Keywords

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

Hard skills
troubleshootingERP workflowspaymentsbillingintegrationsdocumentationcase managementcustomer communicationknowledge base creationtechnical investigations
Soft skills
bilingualstrong communication skillsattention to detailindependent workmulti-tasking