Role Description We're looking for a Customer Support Specialist to join our Customer Support team as an advanced individual contributor. In this role, you'll manage complex cases, drive escalations to resolution, and serve as a subject matter expert on the AbsenceSoft platform. You'll work closely with our Product, Engineering, and Customer Success teams to address high-impact issues while contributing to continuous improvements in customer experience, processes, and support resources. What You'll Do - Resolve complex, time-intensive customer issues that require deep product knowledge, advanced troubleshooting, and multi-step investigation across interconnected system components. - Validate and reproduce suspected product defects escalated from Tier 1, conducting thorough testing to identify root causes, conditions, and scope of impact. - Collaborate with Product and Engineering teams to document defects with clear reproduction steps, supporting evidence, and business impact analysis. - Utilize support tools — including Sumo logs and DataDog — to diagnose system issues, analyze performance, and conduct technical investigation. - Serve as an escalation resource for Tier 1 analysts on complex application issues, providing guidance on advanced troubleshooting and product functionality. - Document comprehensive application solutions and complex workflows, contributing to knowledge base content that elevates overall team capabilities. - Build deep expertise in assigned product domains, staying current on the product roadmap, known issues, and complex configuration scenarios. - Participate in maintaining company security controls and compliance standards within your role. Qualifications - Bachelor's degree in Business, Communications, Technology, or a related field — or equivalent experience. - 2–4 years of experience in customer support, SaaS application support, or client-facing roles. - Proven expertise with support tools and case management systems (e.g., Zendesk, Salesforce Service Cloud). - Demonstrated ability to resolve highly complex customer issues with minimal supervision. - Strong communication skills, with the ability to explain technical solutions clearly to varied audiences. - Ability to professionally navigate customer frustration and de-escalate challenging interactions. - Experience in HR technology, leave management, or compliance-driven SaaS is a plus. - Familiarity with API troubleshooting, integrations, and advanced data workflows is a plus. - Experience with Datadog, Sumo, or similar diagnostic tools is a plus. - A customer-first mindset — proactive, solution-oriented, collaborative, and comfortable mentoring peers in a fast-paced, scaling environment. Benefits - Impact that matters: You’ll do work that shapes the future of the modern workplace. - Flexibility and trust: We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best. - Growth and development: You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact. - Competitive rewards: We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too. - Time for life: Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life. - Belonging and balance: We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.

Role Description First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation. - Serve as the first point of contact for customer support inquiries received via phone, email, and customer portals. - Own customer issues from intake through resolution, ensuring timely follow-up and communication. - Prioritize and manage multiple support cases while meeting established service level agreements (SLAs). - Troubleshoot, diagnose, and resolve software-related issues using available tools, resources, and documentation. - Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions within support systems. - Escalate complex issues and collaborate with Product, Engineering, and other teams to drive timely resolution. - Perform root cause analysis when appropriate and identify opportunities to reduce recurring issues and support volume. - Maintain current knowledge of product functionality, enhancements, and releases to provide accurate customer guidance. - Contribute to the continuous improvement of support documentation, processes, and customer education resources. - Perform other duties as assigned. - Holiday coverage may be required on a rotational basis. Qualifications - This is a remote role, but the employee does need to be located in the US. - 1–3 years of experience in product support, technical support, or customer service. - Experience providing support through both voice and non-voice channels (phone, email, and ticketing systems). - Excellent interpersonal, written, and verbal communication skills. - Experience using CRM and support platforms such as Zendesk, Jira, or similar tools. - Strong technical troubleshooting and problem-solving skills. - Ability to clearly communicate simple and complex technical concepts to customers and internal stakeholders. - Self-motivated with the ability to work independently and collaboratively in a team environment. - Strong analytical, organizational, and time-management skills. - Professional telephone etiquette and customer service skills. Requirements - Experience with the First Due platform strongly preferred. - Experience in the Fire/EMS industry. - Experience supporting SaaS software products preferred. Benefits - Comprehensive compensation and benefits package for eligible employees. - Competitive pay. - Medical, dental, and vision coverage. - FSA/HSA. - 401(k). - Flexible PTO. - Fully remote workplace. - Technology stipend. - Opportunities for advancement. - Other benefits and perks that set our team apart.

Role Description Capital Heating, Cooling, Plumbing, & Electric is seeking a friendly and detail-oriented Customer Service Representative (CSR) I/II to join our team. As the first point of contact for our valued customers, you will play a vital role in delivering exceptional service and support. This position involves handling customer inquiries, scheduling appointments, providing product and service information, and ensuring customer satisfaction. - Answer inbound customer calls and respond to inquiries professionally and promptly. - Schedule service appointments and coordinate with technicians to ensure timely customer service. - Maintain accurate and detailed customer records in company systems. - Assist customers with billing questions, service issues, and product information. - Follow up with customers to ensure satisfaction and resolve any outstanding issues. - Work closely with other departments to facilitate communication and efficient service delivery. - Perform other administrative tasks as needed to support daily operations. Qualifications - Previous experience in customer service or a related field is preferred. - Excellent verbal and written communication skills. - Strong organizational and multitasking abilities. - Proficiency with computer systems and software, including CRM tools. - Ability to remain professional and patient when dealing with customers. - Team-oriented with a positive attitude and strong work ethic. - High school diploma or equivalent; additional education is a plus. Benefits - Comprehensive training. - Supportive work environment. - Opportunities for growth.

Title: Remote Customer Service Representative Location: Charlotte United States Job Description: Overview Candidates hired for work-from-home positions will receive company-issued equipment. Additional details regarding equipment policies and procedures will be provided during the interview and onboarding process. After the submission of your application, you will receive an email with instructions to complete a series of assessments through our online platform, Harver. Completing this AI-powered assessment is required for prompt consideration of your application, as it serves as the initial screening in our employment process. Work Location: This is a remote/work from home position. Compensation: $15.00/hour Build Your Future! Come join our thriving team as a Remote Customer Service Representative! We are seeking ambitious, self-motivated and driven people just like you for a rewarding career in the customer service arena. Why should you consider TSI (part of TSI family of companies)? - Work from home - Paid training - Team-oriented work environment - Growth opportunity - individuals hired for this role may have the potential opportunity to be considered for career advancement directly with the assigned client after 6 months of employment. Employees must meet all performance requirements and pass a client required assessment to qualify. Advancement availability will be based on client and business need. - Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays! Responsibilities In This Role, You Will: - Assist customers with inquiries/concerns - Ensure all account information is accurately documented and inputted into client system - Provide detailed explanations of account status and inquiries to customers - Adhering to State and Federal regulations pertaining to your job duties - Assist customers with delinquent accounts according to various state guidelines - Consistently discuss additional product and service offerings with customers on qualified calls - Utilize exceptional communication skills to fulfill both client and customer goals Key Results Areas: - Maintain an average Inbound Handle Time - Achieve Quality Assurance goals - Adhere to Production measures (time spent on calls, schedule adherence, etc.) Qualifications - Detail oriented and have the ability to organize and prioritize work and meet strict deadlines as well as the ability to effectively communicate with outside parties. - Effective call handling skills and high levels of professionalism are required. - A strong focus on exemplary shift attendance is required. - One to two years' experience working in a call center environment is preferred. - The candidate has to be proficient with Microsoft applications, and have the ability to learn software applications. A High School graduate/ equivalent is required. For Remote Positions: The minimum internet speed requirements for remote work are as follows: - Broadband internet connection (No DSL, or Dial Up) - Hard wired connection required (no Wi-Fi, Wi-Fi hotspots) - Speed Test Results: 25 mbps download, 20 mbps upload This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company. We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.