Support Specialist job description

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

RESPONSIBILITIES
- Pick up an unfamiliar area fast enough to be useful in it.
- Triage a full queue unaided, spotting when a stated priority does not match the actual customer impact.
- Diagnose a routine defect in the product you support after ruling out local configuration, and confirm with the customer that the fix worked.
- Reproduce a straightforward defect directly, note the exact steps and environment, and file it without a follow-up question from engineering.
- 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.
- Route feedback to the product owner responsible for that area with the use case, affected accounts and any workaround, and tell the customer what happened to it.

REQUIREMENTS
- No earlier level needed: this is the first level of the ladder

REQUIRED SKILLS
Support Operations
- Support Ticket Triage and Prioritization — 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 after ruling out local configuration, and confirm with the customer that the fix worked.
- 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 recognize 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.
- Customer Escalation Handling — You can record an unhappy customer's complaint accurately and pass it to the named escalation owner within the agreed response time, without promising a fix you cannot confirm.
- Support Quality Review and Coaching — You can check your own closed tickets against the team's quality rubric, and note where you missed a step.

Onboarding
- Customer Implementation Planning — You can follow an existing implementation plan and keep the task list and dates current for one customer, while a senior colleague owns the plan and the customer relationship.
- Product Training and Enablement Delivery — You can deliver a prepared training session to a small customer group, answering the questions the material covers while a colleague takes the rest.
- Self-Serve Help Content Authoring — You can write a help article for a simple task from the existing style guide and correct reported errors in articles others wrote, with an editor reviewing before publication.
- Onboarding Milestone Tracking — You can keep a customer's milestone tracker up to date and say which steps are done, raising anything that looks late instead of judging its impact yourself.
- Time-to-Value Acceleration — You can carry out the steps that get a customer to a first useful outcome, and flag what slowed them for a senior colleague to act on.

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, while a senior colleague says which 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 and Renewal Risk Management — You can name the standard churn warning signs for the product, and gather the usage, support and sentiment facts a renewal review needs in the agreed format.
- Expansion Opportunity Identification — You can log the growth signals you notice in an account and pass them to the named owner, while a senior colleague decides which to act on.

Customer Voice
- Product Feedback Routing — You can route feedback to the product owner responsible for that area with the use case, affected accounts and any workaround, 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, flagging 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, with a colleague reviewing your posts before they go up.
- Customer Satisfaction Measurement — You can send the standard satisfaction survey to the customers on your list, and report the response rate and scores in the agreed format.

Delivery
- Project Management — You can keep your own tasks and deadlines in a current to-do list, and tell your manager as soon as work you own will be late.
- Planning & Estimation — You can estimate how long a task will take once the approach is clear, and you say promptly when the estimate turns out to be wrong.
- Ownership & Accountability — You can stay responsible after you hand work over: you check it did what it was meant to, fix your own mistakes, and give updates before anyone asks.
- Quality Focus — You can choose checks that suit the task in front of you, catch your own mistakes before anyone else sees them, and confirm the result works once people start using it.

Craft
- Problem Solving — You can work out what is wrong in work you did not create, and you fix the underlying cause instead of working around the symptom.
- Domain Expertise — You can apply the basics of your field to the work you are given, and ask an expert when a task goes beyond what you have learned.
- 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 so your team can act on it, and play a request back in your own words before you act on it.
- Collaboration — You can work well with people in other roles, share context and credit, and take criticism of your work without defending territory.
- Writing & Documentation — You can document your own work well enough for a colleague to follow it unaided, such as a how-to guide or a handover, and keep it current as things change.
- 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 open 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.