greenhouse
Customer Support Specialist
Blueprint Technologies
Phoenix, USA
Full-time
Entry · 2+ years experience
Hybrid
USD 16-17 hourly / hour
Discovered Yesterday
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In This Role
In this role, you will provide high-touch operational support to customers and the sales organization, helping ensure support requests, warranty needs, service tickets, and SMB opportunities are handled efficiently from intake through resolution. You will coordinate across customers, partners, support teams, and internal stakeholders, maintain accurate operational trackers and reporting, monitor open and aging requests, and escalate issues when needed. You will also support SMB opportunity routing, confirm ownership and handoffs, identify trends and process gaps, and help improve workflows that increase response speed, customer satisfaction, and operational efficiency. The role requires strong organization, analytical thinking, clear communication, and consistent follow-through in a fast-paced, cross-functional environment.
Responsibilities
- Manage the intake, coordination, documentation, and follow-up of customer support and warranty requests through resolution.
- Work with support teams to open, route, document, and advance service cases and tickets.
- Generate accurate service tickets and supporting documentation within required timelines.
- Monitor open, aging, and escalated cases and proactively follow up to keep requests moving.
- Escalate stalled or high-risk issues with concise summaries outlining the issue, actions taken, and required next steps.
- Triage smaller SMB opportunities and route them to the appropriate fulfillment or channel path.
- Confirm ownership and acceptance of SMB referrals and track exceptions and outcomes.
- Maintain operational trackers covering cases, warranty requests, service tickets, escalations, and SMB referrals.
- Develop and maintain reporting on volume, status, aging, resolution, and escalation trends.
- Interpret operational data to identify risks, recurring issues, process gaps, and opportunities for improvement.
- Document repeatable workflows and recommend improvements that reduce delays and manual administrative effort.
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