Customer Support and Retention Specialist (Phone-Based)

Location: Rancho Bernardo

Department: Customer Success & Retention team member

Employment Type: Full-Time, Mon - Friday 7am - 4pm

Pay Rate: $23/hr

We are seeking a customer-focused and solution-oriented Customer Support Specialist to join our established (and growing!) software company. In this role, you will provide exceptional phone-based support to existing customers, helping them navigate our platform, troubleshoot issues, and ensure a positive customer experience. The ideal candidate is an excellent communicator who enjoys solving problems, building customer relationships, and working in a fast-paced environment.

Key Responsibilities

• Provide professional and friendly phone support to customers regarding software functionality, account management, and technical issues.
• Outbound calls to existing customers to encourage product use and walk through any issues
• Answer inbound customer calls and accurately document interactions in the CRM or ticketing system.
• Troubleshoot software-related issues and guide customers through step-by-step solutions.
• Escalate complex technical concerns to the appropriate internal teams when needed.
• Follow up with customers to ensure issues are fully resolved and expectations are met.
• Maintain a strong understanding of company products, services, updates, and best practices.
• Meet established service-level goals for response times, customer satisfaction, and resolution rates.

Required Qualifications

• High School Diploma or equivalent
• 1-3 years of experience in over the phone customer service, call center support, help desk, or customer success.
• Excellent verbal communication and active listening skills.
• Strong problem-solving and troubleshooting abilities.
• Comfortable using CRM systems, ticketing platforms, and multiple software applications simultaneously.
• Ability to remain calm, professional, and empathetic when handling challenging customer situations.
• Strong organizational skills and attention to detail.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.