Support Specialist

<div class="p-pdf_iframe__page" data-page-number="1"> <div class="textLayer"> <div class="p-pdf_iframe__page" data-page-number="1"> <p>This role begins at Tier 0, where agents ramp up to Tier 1 readiness over their first few weeks. The Tier 0 Support Agent independently handles a broad range of contributor support issues, including moderately complex and nuanced cases requiring sound judgment, investigation, and clear communication. This role works cross-functionally to ensure contributors receive accurate, timely, and thoughtful support while helping identify opportunities to improve workflows and documentation.</p> <p>This role is well-suited for experienced support professionals who are comfortable operating autonomously and navigating ambiguity in a fast-paced environment.</p> <h3>You Will:</h3> </div> <ul> <li>Resolve routine and moderately complex contributor inquiries across email and chat support channels using established workflows and best judgment.</li> <li>Communicate clearly, empathetically, and professionally.</li> <li>Document investigations, actions taken, and resolutions thoroughly in Zendesk or equivalent systems.</li> <li>Identify issues outside the tier’s scope and escalate with clear context and documentation.</li> <li>Contribute feedback on workflows, macros, or documentation to improve efficiency and contributor experience.</li> <li>Stay current on relevant process and product updates through the provided resources.</li> </ul> <h3><strong>Ideally You'd Have:</strong></h3> <ul> <li>Prior experience in high-volume customer support, platform support, or similar.</li> <li>Experience working remotely, with demonstrated ability to manage work independently and prioritize tasks without direct supervision.</li> <li>Strong written and verbal English communication skills, with the ability to communicate clearly and professionally.</li> <li>Familiarity with customer service SaaS tools, Slack, and Google Workspace.</li> </ul> <h3><strong>Working Model &am