Support and Customer Success Specialist

zetcom

Customer Success Specialist providing technical support and client training for cultural institutions. Join a growing North American team with a focus on customer satisfaction and effective solutions.

Posted 5/5/2026full-timeGreenwood Village • Colorado • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Proactively triage incoming support requests with a focus on urgency and impact
Troubleshoot and solve issues independently, using the zetcom expert teams where needed
Communicate transparently with clients via email, phone or Teams meetings, on business and technical topics
Implement minor changes as part of troubleshooting, expanding to larger change requests (application configuration, reports and imports definitions, data analysis), as skills and expertise increase
Contribute to the internal knowledge base and documentation
Participate in processes and workflow improvements

Requirements

What you’ll need

3-5 years experience working in a similar position in a software company (SaaS preferably)
Experience with service level agreements and customer satisfaction
Training from a college or technical school in computer science, engineering, information technology or related field
A general background in Information Technology and an understanding of web technologies and SaaS applications
Attention to detail, structured way of working, reliability
Ability to connect the dots across technical and business contexts
Self-starter and fast learner with determination to support our customers effectively
Solution oriented mindset, while being empathetic, patient and understanding
Exceptional communication skills (written and spoken)
Proficient or native English speaker required. Additional languages are a plus - French or German especially welcome
Knowledge of and experience working with cultural data (not required, but is a bonus) . Ideally museums, galleries, archives and/or libraries

Benefits

Comp & perks

Employer subsidized health, dental, and vision
401K with employer match after one year of employment
Paid time off – vacation and sick time
Paid holidays
Maternity and Paternity leave
Short- and long-term disability
Computer equipment provided for remote office
Flexible, remote model
International team and diverse culture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

application configurationdata analysisreports definitionsimports definitionsweb technologiesSaaS applicationstroubleshootingcustomer satisfactionservice level agreementsinformation technology

Soft Skills

attention to detailstructured way of workingreliabilitysolution oriented mindsetempathypatienceunderstandingexceptional communication skillsself-starterfast learner

Certifications

training in computer sciencetraining in engineeringtraining in information technology