Careerswift
Software Support Specialist
About this role
CerebriOS is a software company building B2B SaaS products that help businesses make better decisions, streamline operations, and get more value from their data. Our products combine practical business workflows with intuitive technology designed for everyday use. We are looking for a Software Support Specialist to help customers successfully use our software products. You will answer product questions, troubleshoot common software issues, guide users through features and workflows, and work with internal teams to resolve problems that require additional investigation. This role is a good fit for someone who enjoys helping people, learning software products, and solving technical problems in a customer-focused environment. ## What You Will Do
- Respond to customer questions about CerebriOS software products
- Guide users through product features, settings, and workflows
- Troubleshoot common software and account-related issues
- Help customers identify and resolve basic configuration problems
- Investigate reported issues and determine the appropriate next steps
- Document support requests, troubleshooting steps, and resolutions
- Escalate more complex issues to Application Support, Product, or Engineering teams
- Follow up with customers to ensure issues are resolved
- Create and update product guides, FAQs, and support documentation
- Identify recurring questions or issues and share feedback with internal teams
- Help customers understand product updates and new features ## What We Are Looking for
- 1+ year of experience in software support, customer support, technical support, or a similar role
- Strong problem-solving and troubleshooting skills
- Comfortable learning new software products and technologies
- Strong written and verbal English communication skills
- Ability to explain technical information clearly to non-technical users
- Patient, customer-focused approach
- Strong attention to detail and follow-through
- Comfortable working independently in a remote environment ## Nice to Have
- Experience supporting B2B SaaS products
- Familiarity with Zendesk, Intercom, Jira, or similar tools
- Experience with web-based applications