About the role
Job Summary:
We are seeking a highly motivated Customer Support Specialist with a blend of technical understanding and communication skills. This role involves not only supporting customers and managing support tickets but also gathering detailed requirements and collaborating with internal teams to design effective solutions. You’ll be the frontline for customer inquiries, while also contributing to continuous product improvement through your insights.
Key Responsibilities:
-
Respond to customer inquiries via email, chat, or phone in a timely and professional manner.
-
Manage, triage, and resolve support tickets using a ticketing system (e.g., Zendesk, Jira, Freshdesk).
-
Gather, document, and analyze customer requirements to help define functional solutions.
-
Collaborate with Product, Engineering, and QA teams to communicate customer needs and assist with troubleshooting or feature validation.
-
Translate technical information into clear, customer-friendly language.
-
Identify recurring issues and suggest improvements to product or support processes.
-
Assist in maintaining and improving support documentation and knowledge base content.
-
Escalate complex issues appropriately while maintaining ownership and communication with the customer.
Qualifications:
-
Bachelor’s degree in Information Systems, Business, Computer Science, or related field (preferred but not required).
-
2–4 years of experience in customer support, technical support, or client services.
-
Experience in gathering business or technical requirements from end users.
-
Ability to design or suggest product/process solutions based on customer feedback.
-
Proficiency with ticketing and CRM systems (e.g., Zendesk, Jira, Salesforce).
-
Strong analytical and problem-solving skills.
-
Excellent written and verbal communication skills.
-
Familiarity with SaaS platforms, APIs, or system integrations is a plus.
-
Comfortable working cross-functionally in a fast-paced environment.
Preferred Skills:
- Basic understanding of UX/UI or product design principles.
- Experience creating support process workflows or standard operating procedures.
- Knowledge of SQL, XML/JSON, or other data formats is a plus.
About Sodales Solutions
The only platform to bring health, safety and employee relations workflows under one roof. Our modules and features are enabled by AI and designed to help you introduce and enforce an organizational culture of fair and respectful employee treatment with a safe work environment. The Sodales platform provides a single portal for managing health, safety, and employee relations business processes for:
• Occupational/non-occupational incidents • Disability claims • Employee relations complaint management for harassment, discrimination, employee misconduct, conflict of interest, and more • Grievance and discipline management • HR case management • Union job bidding and collective bargaining agreement management • OHS medical • Preventative safety • FMLA case management • and more.
Our award-winning platform enabled by AI is an SAP Endorsed App built on SAP Business Technology Platform and can seamlessly integrate with your system of choice allowing you to get up and running in four weeks or less.
Purpose built for highly regulated industries, consistent and standardized processes promote well-being and engagement – and ensure you’re always on the right side of compliance. When you put people at the heart of your business – you can support, protect, and empower them in even the most challenging work environment.
About the role
Job Summary:
We are seeking a highly motivated Customer Support Specialist with a blend of technical understanding and communication skills. This role involves not only supporting customers and managing support tickets but also gathering detailed requirements and collaborating with internal teams to design effective solutions. You’ll be the frontline for customer inquiries, while also contributing to continuous product improvement through your insights.
Key Responsibilities:
-
Respond to customer inquiries via email, chat, or phone in a timely and professional manner.
-
Manage, triage, and resolve support tickets using a ticketing system (e.g., Zendesk, Jira, Freshdesk).
-
Gather, document, and analyze customer requirements to help define functional solutions.
-
Collaborate with Product, Engineering, and QA teams to communicate customer needs and assist with troubleshooting or feature validation.
-
Translate technical information into clear, customer-friendly language.
-
Identify recurring issues and suggest improvements to product or support processes.
-
Assist in maintaining and improving support documentation and knowledge base content.
-
Escalate complex issues appropriately while maintaining ownership and communication with the customer.
Qualifications:
-
Bachelor’s degree in Information Systems, Business, Computer Science, or related field (preferred but not required).
-
2–4 years of experience in customer support, technical support, or client services.
-
Experience in gathering business or technical requirements from end users.
-
Ability to design or suggest product/process solutions based on customer feedback.
-
Proficiency with ticketing and CRM systems (e.g., Zendesk, Jira, Salesforce).
-
Strong analytical and problem-solving skills.
-
Excellent written and verbal communication skills.
-
Familiarity with SaaS platforms, APIs, or system integrations is a plus.
-
Comfortable working cross-functionally in a fast-paced environment.
Preferred Skills:
- Basic understanding of UX/UI or product design principles.
- Experience creating support process workflows or standard operating procedures.
- Knowledge of SQL, XML/JSON, or other data formats is a plus.
About Sodales Solutions
The only platform to bring health, safety and employee relations workflows under one roof. Our modules and features are enabled by AI and designed to help you introduce and enforce an organizational culture of fair and respectful employee treatment with a safe work environment. The Sodales platform provides a single portal for managing health, safety, and employee relations business processes for:
• Occupational/non-occupational incidents • Disability claims • Employee relations complaint management for harassment, discrimination, employee misconduct, conflict of interest, and more • Grievance and discipline management • HR case management • Union job bidding and collective bargaining agreement management • OHS medical • Preventative safety • FMLA case management • and more.
Our award-winning platform enabled by AI is an SAP Endorsed App built on SAP Business Technology Platform and can seamlessly integrate with your system of choice allowing you to get up and running in four weeks or less.
Purpose built for highly regulated industries, consistent and standardized processes promote well-being and engagement – and ensure you’re always on the right side of compliance. When you put people at the heart of your business – you can support, protect, and empower them in even the most challenging work environment.