Customer Support Specialist I
Muckrack👥 201 - 500 employees🏢 Computer Software
Own the execution of Media Intelligence Digests, ensuring timely delivery of accurate intelligence while collaborating with various teams to enhance client experience.
Associate Customer Support Specialist
🕒 5 days ago
Customer SupportPayrollHRBenefits
📜 Description
- Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits.
- Support customers through multiple channels, including phone, email, and tickets.
- Quickly ramp on Miter's product and ticketing tools, resolving tickets independently.
- Use troubleshooting frameworks to diagnose issues and deliver clear, empathetic responses.
- Follow up proactively on tickets and ensure nothing falls through the cracks.
- Develop a product specialization over time, handling 60–70% of assigned tickets without escalation.
🛠️ Requirements
- 0–2 years in a customer-facing role (support, success, retail, hospitality, or similar) — non-traditional backgrounds welcome if the communication and learning bar is met.
- Must be located in or able to work PST hours (MST is okay if willing to work PST hours)
- Track record of ramping quickly on a complex product or domain — whether through school, a prior job, or otherwise.
- Ability to chat with customers through multiple channels (not afraid to pick up the phone)
- Comfortable in a fast-paced, ticket- or queue-driven environment; able to manage multiple open cases without dropping the ball.
- Proficient navigating modern SaaS tools; able to learn a new product deeply within weeks, not months.
- Comfortable using a help desk / ticketing system (Pylon, Zendesk, Intercom, Front, or similar).
- Can follow a troubleshooting framework and use a knowledge base to diagnose issues independently.
- Coachable: takes feedback well and asks for help before getting stuck.
- High ownership: stays with the ticket, follows up proactively, doesn't let things drop.
✨ Benefits
- Commission
- Equity packages
- Medical Insurance: Comprehensive medical
- Dental
- Vision plans to suit you and your family’s needs
- 401(k) Retirement Plan: Company-matched contributions to help you plan for your future.
- Flexible PTO: Take the time you need to recharge and be your best self.
- Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents.
- Learning & Development: We offer every employee an annual educational allowance to explore external professional development.
- Commuter benefits for in-office Mitosaurs
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