Provide support via email, phone, and chat
Troubleshoot moderately complex issues related to, but not limited to: Workflow configuration, User permissions and role structures, Data inconsistencies, System behavior within defined platform functionality, Ordering and purchase order (PO) issues, Inventory discrepancies and quantity mismatches, Invoice and billing-related inquiries, Vendor and punchout integration issues.
Analyze issues to identify root cause within the application and determine appropriate resolution or escalation.
Recreate reported issues in test environments when necessary.
Collaborate with Tier 0 to ensure accurate ticket intake, escalation, and knowledge transfer.
Update and maintain knowledge base articles and support documentation.
Identify recurring issues and recommend improvements to documentation or processes.
Escalate confirmed system defects or integration issues to Tier 2 with clear and thorough documentation.
Assist with configuration adjustments within defined guidelines.
Maintain SLA adherence and customer satisfaction standards.
Participate in testing of minor updates or enhancements as needed.

High school diploma required; relevant customer support or technical support experience is strongly preferred.
Strong problem-solving skills with the ability to troubleshoot issues and think critically.
Excellent verbal and written communication skills, with the ability to clearly explain solutions to customers.
Ability to work independently and collaborate effectively across teams.
Experience working in a SaaS or application-based environment is a plus.
Experience with ticketing systems and support tools is a plus.
Familiarity with systems such as Salesforce, Jira, or similar platforms is nice to have.

Customer Support Specialist I

Key skills