Customer Support Specialist

The Customer Support Specialist (CSS) will be responsible for managing and triaging all requests that come through support. These responsibilities include, but are not limited to
Owning all emails, requests and questions that come through the support channelAssessing each issue and understanding where it should be escalatedCustomer Success Management (CSM) team for customer workflow issuesProduct (via Shortcut) for bug or software issuesPerforming minor maintenance and correction tasks within the Reconstruct platformMaintaining a fair understanding of Reconstruct to effectively troubleshoot support issuesAssessing and triaging hardware issues that are sent through supportProviding weekly updates to the Head of Customer Experience and Customer Success Management team on the followingNumber of tickets createdNumber of tickets closedNumber of open ticketsProvide beta testing for new features released by productUpdating technical documentation as appropriate Excellent understanding of ZendeskExcellent technical writing skillsAbility to manage and triage issuesStrong communication skillsStrong technical troubleshooting skills This position will report to the Head of Customer Experience. There is no anticipated travel associated with this role.