Customer Support Specialist

Job Description

Muck Rack is seeking a Customer Support Specialist to deliver exceptional service to its growing customer base. This fully distributed company values resilience, transparency, ownership, and customer devotion.Responsibilities:

• Serve as a first responder for inbound communication.
• Answer customer questions and provide how-to help.
• Escalate and diagnose software issues.
• Proactively reach out to customers showing signs of user error.
• Identify processes for improvement.
• Maintain expert product knowledge.

Requirements:

• 1-2+ years of experience in technical support (B2B and SaaS preferred).
• Exceptional written and verbal communication skills.
• Ability to troubleshoot and perform in-depth investigations.
• Adaptability to changing priorities.
• Familiarity with tools like Google Apps, Salesforce, Slack, Intercom, and GitHub.
• Familiarity with technical writing.
• Attention to detail and curiosity.
• Experience in public relations or familiarity with the industry (preferred).
• Familiarity with boolean searching.
• Willingness to work specified shifts.

Benefits:

• Remote work setup with home office stipend.
• Phone and internet reimbursement.
• Competitive geo-neutral pay in the U.S.
• Comprehensive health, dental, and vision insurance.
• 4+ weeks of PTO, plus paid sick and mental health days.
• Learning and development opportunities.