About the roleWe are seeking a proactive, detail-oriented Support Specialist to manage customer inquiries and assist in keeping our CRM database accurate and up to date. This role will involve managing support tickets, performing internet research to find updated contact information, and ensuring data accuracy in our CRM as our sales targets transition positions.Expected hours: 9:00 am PST – 5:00 pm PSTResponsibilitiesHandle a large volume of incoming calls and support ticketsMonitor and respond to tickets in our support ticketing system, providing first replies to reported issuesDiagnose and resolve customer issues by clarifying complaints, identifying the cause of the problem, and providing effective solutionsEnsure timely resolution of tickets in accordance with our Service Level Agreement (SLA)Take ownership of support issues, ensuring closure and adherence to all support proceduresPerform data manipulations using administration tools as requestedConduct internet research to find email addresses and contact information for new leads and updatesUpdate and maintain CRM data by correcting contact details when sales targets leave positions or switch rolesEscalate complex issues to the appropriate team with clear and concise informationMaintain a strong understanding of the functional components of (ORG)'s software platformSupport the business development team with general tasks as neededRequirementsFluency in English, both written and verbalStrong communication skills and the ability to engage with customers professionallyProactive, self-motivated, and eager to learnService-oriented with excellent attention to detailLove for internet research and finding the right informationHighly organized and reliableStrong data management skills, with experience updating CRMsOpen to constructive feedback and continuous improvementProven experience handling support tickets via chat and emailStrong organizational and data-handling skillsPreferred ExperienceFamiliarity with Google Docs, Sheets, and SlidesExperience with customer support tools such as Crisp, Intercom, or HubSpotPrior experience with CRM managementWe OfferWe welcome new ideas and allow you to make an immediate impact on the team.Flexible Paid time off (PTO for any reason, including sick days (no specified limits) and flexible work schedule.Personal laptop.Health/Sport BudgetFully remote