Technical Customer Support Specialist

Headquarters: Delaware, USA URL: https://qase.io/ Hey there! Qase is a modern, all-in-one test-management platform used by QA engineers to ship better software, faster. Customers love us for two things: our clean product and a support experience that consistently scores 95% CSAT and 4.7/5 on G2 (https://www.g2.com/products/qase/reviews). To keep that bar high and be ready for any increase in volumes, we’re adding a Technical Customer Support Specialist to the team. You’ll own frontline conversations, spot patterns, and have the freedom to fix what’s broken without a five-layer approval chain. (For example, one of our reps produced a library of FAQ articles, cutting average chat handle time by 15%.) WHAT YOU’LL ACTUALLY BE DOING HANDLE INBOUND • Resolve about 20-30 chats per day in Intercom; escalate bugs to the Engineering team and capture improvement or feature requests from customers. • When required, hop on Zoom/Meet calls (approx. 3–5 a week) when “show-and-tell” beats back-and-forth typing. • Keep our enterprise customers smiling with quick, thorough, empathetic responses. CONTENT & COMMUNITY • Expand our public knowledge base (https://help.qase.io) and occasionally contribute to our blog (https://qase.io/blog) • Occasionally, enga