At Lensa, the Support Specialist I plays a pivotal role in ensuring seamless technical experiences for our diverse business clientele across the United States. This remote position supports our mission to streamline professional networking and career tools, directly impacting user retention and platform reliability. Daily tasks center on resolving technical inquiries via email, chat, and voice channels, with a focus on diagnosing software glitches in our job-matching algorithms and profile management systems. The specialist triages incoming tickets using Zendesk, collaborates with engineering teams on recurring bugs, and crafts tailored troubleshooting guides for common issues like API integration failures. Expect to monitor support metrics, conduct user feedback sessions, and contribute to knowledge base updates, handling 50-70 interactions per shift while maintaining under 2-hour resolution times for priority cases. Candidates need a high school diploma or equivalent, plus 1-2 years in technical support or customer service within business software environments. Proficiency in ticketing systems like Zendesk or Freshdesk, basic HTML/CSS knowledge, and familiarity with CRM tools such as Salesforce are essential. Prior exposure to remote support protocols strengthens applications. Success demands sharp analytical thinking to dissect user-reported errors, exceptional communication for clear explanations to non-technical stakeholders, and adaptability to shifting priorities in a fast-paced SaaS landscape. Empathy paired with technical curiosity drives effective resolutions and user advocacy. Lensa fosters a collaborative remote culture emphasizing work-life balance, with cross-functional teams connected via Slack and bi-weekly virtual syncs. Professional development includes access to online courses and mentorship, fueling career progression in tech support. Compensation features market-rate pay complemented by comprehensive health coverage, generous PTO, and remote work stipends.