Customer Care Specialist
Veracyte, Inc.
Client Support Specialist
YipitData
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $115,000 - $130,000 per year
Job Level
Junior
Tech Stack
SQL
About the role
- Frontline triage and resolution: monitor inbound tickets (Intercom/Jira) and on-app feedback; acknowledge quickly, troubleshoot methodically, resolve or route with clear context.
- Reproduce and debug issues: use browser dev tools, logs, and basic SQL to isolate problems (e.g., unentitled access, CSV export failures, search/index quirks, stale charts, login/SSO/ToS acceptance).
- Entitlements and account hygiene: verify seat/domain settings, resolve “unentitled” states, and coordinate with admins to fix access misconfigurations.
- Data quality & freshness checks: run smoke tests after monthly data updates; validate key Signals metrics render and export correctly.
- Monitoring and incident response: watch app and analytics dashboards (e.g., Mixpanel, Datadog, Internal Tooling); escalate based on runbooks; help reduce MTTA/MTTR.
- Knowledge base and runbooks: write and maintain user-facing help articles and internal playbooks (e.g., firewall/proxy errors, password reset issues, “Error loading application data,” CSV download guidance).
- Feedback loop: synthesize ticket patterns into actionable insights for Product; help prioritize fixes and small UX wins that reduce support load.
- Release readiness: participate in UAT/smoke tests for new features (search improvements, screener updates, admin console changes, outlier aggregation), confirm tracking events, and update help content.
- Compliance basics: ensure ToS/privacy acceptance is captured; confirm support email links and disclaimers are visible and correct across pages.
Requirements
- 0–2 years in product support, QA, technical support, or customer success for a web SaaS product.
- Strong troubleshooting instincts and customer empathy; you stay calm, ask great questions, and communicate clearly.
- Working knowledge of web apps: HTTP/REST, JSON, cookies/sessions, browser dev tools, common SSO/MFA pitfalls.
- Comfort with basic SQL (SELECT, filters, simple joins) to verify records and metrics; ability to read logs.
- Familiarity with ticketing and analytics tools (e.g., Intercom, Jira, Mixpanel, Datadog).
- Clear, concise writing for users and internal audiences (KB articles, runbooks, ticket summaries).
- Bias to action and ownership; you close the loop and document what you learn.
Benefits
- We care about your personal life, and we mean it. We offer flexible work hours, flexible vacation, a generous 401K match, parental leave, team events, wellness budget, learning reimbursement, and more!
- Your growth at YipitData is determined by the impact that you are making, not by tenure, unnecessary facetime, or office politics. Everyone at YipitData is empowered to learn, self-improve, and master their skills in an environment focused on ownership, respect, and trust.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLHTTPRESTJSONbrowser dev toolstroubleshootingdata validationsmoke testingincident responseUAT
Soft skills
customer empathyclear communicationtroubleshooting instinctscalm under pressurequestioningwritingbias to actionownershipsynthesis of insightsprioritization
