Cordance

Overview

The Customer Support Specialist serves as the frontline connection between the company and its customers, ensuring every customer receives timely, accurate, and empathetic assistance.

About Cordance

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance.

Requirements & Eligibility

• Outstanding communication, problem-solving, and interpersonal skills.
• Positive attitude with a strong sense of teamwork and accountability.
• Exceptional attention to detail, organization, and time management abilities.
• Minimum of 3 years of experience in a customer support, customer success, or technical support role.
• Demonstrated ability to manage multiple support cases or tickets simultaneously while maintaining quality.
• Ability to work independently and adapt to evolving client needs and priorities.
• Background in training delivery (live or virtual) and developing self-service resources.
• Develop and maintain self-service resources (knowledge base articles, documentation, FAQs, etc.)

Key Responsibilities

• Provide exceptional technical and product support to clients through various channels, including ticketing systems (e.g., Service Cloud, Jira, or similar), Help Center, CRM, phone, and email.
• Maintain subject matter expertise on company products, services, and industry standards through continuous learning and professional development.
• Ensure all customer inquiries and issues are handled promptly, courteously, and effectively to achieve high customer satisfaction.
• Collaborate with internal teams including Customer Success, Product, and Development teams to address client needs and provide insights for product improvement.
• Contribute to customer-facing resources such as knowledge base articles, FAQs, newsletters, and training documentation.
• Participate in testing and providing feedback on new product features and releases.
• Track and resolve open issues, ensuring transparent communication and follow-up with clients.