Technical Support / Customer Success Specialist at Elizabeth Maddeux

About the Role

• We are looking for a dedicated and technically proficient Technical Support / Customer Success Specialist to join our customer-facing team. 
• This role involves resolving technical issues, guiding users through onboarding, and ensuring customers derive maximum value from our product. 
• The ideal candidate is a proactive communicator who enjoys solving problems and building lasting customer relationships.

Responsibilities

• Serve as the primary point of contact for customers, offering front-line technical support across multiple communication channels including email, live chat, phone, and video calls.
• Troubleshoot a wide range of customer-reported issues, including product bugs, system errors, account configuration problems, and connectivity issues, ensuring clear documentation and efficient resolution.
• Guide users through onboarding processes, including setting up accounts, integrating third-party tools, customizing dashboards, and understanding key product features.
• Monitor customer health metrics and usage trends to proactively identify users at risk of churn or low adoption and implement targeted interventions.
• Work closely with the engineering and product teams to escalate and resolve critical bugs or feature limitations, ensuring timely updates to affected users.
• Regularly update internal knowledge base articles, how-to guides, video tutorials, and support documentation to reflect the latest product changes.
• Conduct quarterly business reviews or success check-ins with high-value customers, analyzing usage data and proposing ways to increase ROI.
• Design and deliver custom training sessions or webinars for customer teams, tailored to their specific goals or industry use cases.
• Collect, organize, and present user feedback to inform product improvements, beta testing initiatives, and roadmap prioritization.
• Implement and monitor SLAs (service level agreements) to ensure that response and resolution times meet or exceed standards.
• Use CRM tools and ticketing systems (such as Zendesk, HubSpot, Intercom, or Freshdesk) to track issues, communicate updates, and log customer interactions.
• Work with marketing and customer education teams to create onboarding content, retention campaigns, or client success stories.
• Advocate internally for customer needs and ensure that the voice of the customer is represented in strategic conversations.
• Contribute to the creation of community forums or self-service portals to reduce support volume while increasing user engagement.
• Stay updated on new product releases, industry developments, and emerging technologies that affect customer workflows.

Requirements

• B.Sc or HND in Computer Science, Information Technology, Engineering, or a related field.
• 2–3 years of experience in a technical support or customer success role (preferably in SaaS or tech).
• Excellent written and verbal communication skills.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to understand APIs, integrations, or basic scripting is an advantage.
• Customer-focused mindset with empathy and patience.
• Strong organizational and time management skills.
• Experience working in a fast-paced or startup environment