Support Specialist job description

Customer success — Support Specialist
Resolves incoming support tickets to standard within a defined queue.

REQUIRED SKILLS
Support Operations
- Support Ticket Triage and Prioritisation — You can triage a full queue unaided, spotting when a stated priority does not match the actual customer impact.
- Product Troubleshooting and Diagnosis — You can diagnose a routine defect in the product you support, ruling out local configuration before escalating.
- Support Queue and SLA Management — You can check ticket ages against the posted SLA on your own queue and flag one that is at risk before it breaches.
- Support Escalation Ownership — You can recognise when a ticket is beyond your authority or skill and escalate it with the context the next person will need.
- Bug Reproduction and Reporting — You can reproduce a straightforward defect directly, note the exact steps and environment, and file it without a follow-up question from engineering.
- Multi-Channel Support Delivery — You can work confidently across the main support channels a team uses, and switch a case to a better-suited channel when the current one is not working.
- Customer Incident Status Communication — You can post a prepared incident update to affected customers when someone gives you the wording and the send instruction.

Onboarding
- Customer Implementation Planning — You can follow an existing implementation plan and keep the task list and dates current for one customer. A senior colleague owns the plan and the relationship with the customer project lead.
- Product Training and Enablement Delivery — You can deliver a prepared training session to a small customer group and answer the questions the material covers. A colleague checks your run-through and picks up the questions you cannot answer.
- Self-Serve Help Content Authoring — You can write a help article for a simple task by following the existing style guide, and you correct reported errors in articles others wrote. An editor reviews everything before it publishes.
- Onboarding Milestone Tracking — You can keep the milestone tracker for a customer up to date and say which steps are done. You raise anything that looks late rather than judging its impact yourself.
- Time-to-Value Acceleration — You can carry out the steps that get a customer to their first useful outcome, and you flag what slowed them down. A senior colleague decides which of those things to change.

Account Growth
- Customer Health Scoring — You can look up the existing health score for an account and explain in plain terms what its main inputs are.
- Product Adoption Analysis — You can pull a standard usage report for an account and describe what it shows. Someone more senior tells you which of those numbers mean the customer is getting value.
- Quarterly Business Review Facilitation — You can prepare the standard slides and data for a review from a template, and attend to take notes.
- Customer Success Plan Development — You can gather the goals, owners and dates a success plan needs and write them up in the agreed format, while a senior colleague runs the conversation with the customer.
- Churn Risk Identification — You can name the standard churn warning signs for the product and recognise one when it is pointed out on an account you own.
- Expansion Opportunity Identification — You can log the growth signals you notice in an account and pass them to the named owner. A senior colleague decides which of them are worth acting on.
- Renewal Readiness Assessment — You can collect the usage, support and sentiment facts a renewal review needs and set them out in the agreed format. Someone more senior judges whether the account will renew.

Customer Voice
- Product Feedback Routing — You can route feedback to the right product owner with the use case, the accounts affected and any workaround, and you go back and tell the customer what happened to it.
- Customer Reference and Advocacy Development — You can keep the reference list current and prepare the material for an advocacy conversation someone else leads. You flag customers who look happy enough to be asked.
- Customer Community Engagement — You can answer questions in the customer community using approved material and pass the harder ones on. A colleague reviews your posts before they go up.

Delivery
- Project Management — You can follow a plan someone else wrote, keep your own tasks up to date, and flag a task you own as soon as you know it will slip.
- Planning & Estimation — You can estimate a task you have been given once the approach is clear, and you say promptly when the estimate turns out to be wrong.
- Ownership & Accountability — You can own a piece of work after release: you watch how it behaves, fix what you broke, and are never chased for a status update.
- Quality Focus — You can choose checks that suit the work in front of you, catch your own mistakes before review, and confirm the result behaves once it is live.

Craft
- Problem Solving — You can diagnose problems in work you did not build, and you fix the underlying cause instead of routing around the symptom.
- Domain Expertise — You can apply the basics of your field to the work you are given, and you know who to consult at the edge of what you know.
- Continuous Learning — You can pick up an unfamiliar area fast enough to be useful in it, and you turn what you learned into something others can reuse.

Communication
- Communication — You can explain your work to your team so they can act on it, and you take vague requirements and ask the questions that sharpen them.
- Collaboration — You can work well with people in other roles, share context and credit, and take criticism of your work without defending territory.
- Technical Writing — You can document your own work well enough for a colleague to follow it unaided, and you keep that document current as the work changes.
- Stakeholder Management — You can keep your manager and immediate team informed of your progress, and you raise an issue before someone else discovers it.

Leadership
- Leadership — You can act on direction well, seek feedback on how you work, and be transparent about what you need help with.
- Mentoring — You can share what you have just learned with your peers and help a newer colleague find their way around.
- Strategic Thinking — You can explain why the work you were given matters and who it is for.