Ascend Support
Job Description : Role Overview The Software Support Specialist is the frontline champion for our users, acting as the bridge between our customers and our product. You will be responsible for troubleshooting technical issues, resolving user inquiries, and ensuring a seamless experience with our software. Your goal is to empower users, minimize downtime, and identify areas for product improvement.
Key Responsibilities
Ticket Management: Triage, investigate, and resolve incoming customer support tickets via [Zendesk / Freshdesk / Jira], ensuring all SLAs (Service Level Agreements) are met. Technical Troubleshooting: Reproduce and diagnose software bugs, configuration issues, and integration errors. Escalate unresolved, complex issues to Tier 2/3 engineering teams. Customer Communication: Provide clear, empathetic, and timely updates to customers regarding the status of their inquiries via email, chat, and phone. Knowledge Base Contributions: Create and maintain high-quality internal and external documentation, including FAQs, troubleshooting guides, and release notes. Cross-Functional Collaboration: Partner with the Product and Engineering teams by logging detailed bug reports and providing user feedback to help shape the product roadmap.
Qualifications
Experience: 1–3 years of experience in software support, technical troubleshooting, or a closely related customer-facing IT role. Technical Skills: Familiarity with reading and analyzing logs. Basic understanding of APIs, SQL, and web technologies. Experience with CRM and ticketing platforms (e.g., Zendesk, Salesforce). Soft Skills: Exceptional problem-solving abilities, high emotional intelligence (EQ), and the ability to explain complex technical concepts to non-technical users. Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
What We Offer
Salary Range: $200 - $250 a day. Benefits: Comprehensive health, dental, and vision insurance, 401(k) with company match, and unlimited PTO. Growth: Opportunities to advance into Tier 3 support, QA, Product Management, or Customer Success. Salary Range: $200 - $250 a day Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic. Reasonable Accommodation We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at [email protected]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates. Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.