Customer Support Specialist
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Key skills for this role
About the Role
Pavago is hiring a Customer Support Specialist to own customer cases end-to-end, manage CRM records, and coordinate with internal teams. The role requires 2+ years of customer support experience, Salesforce proficiency, and strong communication skills.
Key Skills for This Role
Responsibilities
- Create and manage cases in Salesforce, maintaining clean and accurate records
- Assess urgency of incoming requests and prioritize cases based on impact and SLA
- Respond to customers within 24 hours and provide proactive updates
- Collaborate with service, installation, and receivables teams to resolve issues
- Handle billing and invoice related inquiries and assist with resolving discrepancies
- Investigate recurring issues, document findings, and recommend improvements
- Confirm customer satisfaction before closing cases
Requirements
- 2+ years in customer support, customer success, or service roles
- Experience with CRM tools (preferably Salesforce)
- Strong experience with case management and issue resolution
- Excellent written and verbal English communication
- Strong analytical and problem solving skills
- High attention to detail in documentation
- Ability to manage multiple cases simultaneously
- Familiarity with billing or receivables processes
Full Job Posting
About the Role
- We’re hiring a Customer Support Specialist to own customer cases, resolve issues quickly, and deliver a high quality support experience.
- This is not just responding to tickets — you will manage cases end to end, coordinate across teams, solve problems at the root, and keep customers informed throughout.
What You’ll Own
- Create and manage cases in Salesforce; maintain clean, structured, and accurate records
- Assess urgency of incoming requests; prioritize cases based on impact and SLA
- Respond to customers within 24 hours or less; provide proactive updates throughout the case lifecycle
- Work closely with service, installation, and receivables teams; escalate when needed
- Handle billing and invoice related inquiries; assist with resolving discrepancies; support follow ups on past due accounts
- Investigate recurring issues and identify root causes; document findings and recommend improvements
- Confirm satisfaction before closing cases; ensure every interaction is professional, clear, and positive
Required Experience & Skills
- 2+ years in customer support, customer success, or service roles
- Experience with CRM tools (preferably Salesforce)
- Strong experience with case management and issue resolution
- Excellent written and verbal English communication
- Strong analytical and problem solving skills
- High attention to detail in documentation
- Ability to manage multiple cases simultaneously
- Familiarity with billing or receivables processes
Why This Role Stands Out
- High ownership over customer experience
- Cross functional exposure (ops, billing, service)
- Clear metrics and structured workflows
- Opportunity to improve systems and processes
- Strong foundation for growth into CS or Ops roles
Interview Process
- Initial Phone Screen
- Video Interview with Recruiter
- Client Interview
- Offer & Onboarding
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