Support Specialist L1
About the role:
The L1 Support Manager provides assistance to users across our ecosystem, including SpliMetrics Acquire, Optimize, and AppRadar, via Intercom in-app chat. This role focuses on resolving customer inquiries and creating help materials, such as articles and how-to videos, to enhance self-service support. Collaboration with Product, Sales, and Customer Success teams ensures a smooth customer experience and continuous product improvement.
In this role, you will:
Communicate with customers via the Intercom in-app chat.
Take ownership of customer issues and see them through to resolution.
Escalate a problem to other internal teams as appropriate.
Follow support processes and best practices.
Pass on customer feedback to the Product team and provide users with updates about the upcoming features.
Collaborate with Sales, Customer Success & PMM teams.
Create and update how-to guides and feature overview articles for our Help Centre.
Create short how-to videos with the description of our product and features (screenshare of the product + AI voice on the background).
Create Playbook documentation describing processes and feature peculiarities to share knowledge with the set of the team.
Small projects participation e.g. Product Tours creation, feature overview videos for Sales and CS, onboarding support for new customers, etc.
About you:
1+ year of experience in customer support or customer-facing roles in tech companies.
B2+ English proficiency.
Strong problem-solving and technical troubleshooting skills.
Excellent written and verbal communication skills.
Ability to manage time effectively and prioritize tasks.
Strong attention to detail and a customer-first mindset.
Experience with customer service tools (e.g., Intercom, Zendesk).
Experience with help center article creation.
Experience with utilizing AI-based tools for personal and work-related projects.
Experience with helping video creation is a plus.
Ability to work independently and as part of a team.
Basic project management skills for supporting small projects.
About the job
Apply for this position
Support Specialist L1
About the role:
The L1 Support Manager provides assistance to users across our ecosystem, including SpliMetrics Acquire, Optimize, and AppRadar, via Intercom in-app chat. This role focuses on resolving customer inquiries and creating help materials, such as articles and how-to videos, to enhance self-service support. Collaboration with Product, Sales, and Customer Success teams ensures a smooth customer experience and continuous product improvement.
In this role, you will:
Communicate with customers via the Intercom in-app chat.
Take ownership of customer issues and see them through to resolution.
Escalate a problem to other internal teams as appropriate.
Follow support processes and best practices.
Pass on customer feedback to the Product team and provide users with updates about the upcoming features.
Collaborate with Sales, Customer Success & PMM teams.
Create and update how-to guides and feature overview articles for our Help Centre.
Create short how-to videos with the description of our product and features (screenshare of the product + AI voice on the background).
Create Playbook documentation describing processes and feature peculiarities to share knowledge with the set of the team.
Small projects participation e.g. Product Tours creation, feature overview videos for Sales and CS, onboarding support for new customers, etc.
About you:
1+ year of experience in customer support or customer-facing roles in tech companies.
B2+ English proficiency.
Strong problem-solving and technical troubleshooting skills.
Excellent written and verbal communication skills.
Ability to manage time effectively and prioritize tasks.
Strong attention to detail and a customer-first mindset.
Experience with customer service tools (e.g., Intercom, Zendesk).
Experience with help center article creation.
Experience with utilizing AI-based tools for personal and work-related projects.
Experience with helping video creation is a plus.
Ability to work independently and as part of a team.
Basic project management skills for supporting small projects.