Customer Support Specialist Job at Responsive: Full-Time Role in Technical Customer Service
Customer Support Specialist Job: Responsive, formerly known as RFPIO, is a global leader in strategic response management technology. The company delivers an AI-powered platform that helps organizations manage and streamline large-scale information requests. With nearly 2,000 customers worldwide, Responsive supports teams in responding to RFPs, RFIs, security questionnaires, ESG requests, DDQs, and other strategic documentation needs. Headquartered in Portland, Oregon, the company also operates offices in Kansas City, Missouri and Coimbatore, India.
About the Role
The Customer Support Specialist plays a key role in assisting customers with software troubleshooting, product navigation, and day-to-day support. This role includes handling incoming queries, providing clear solutions, and ensuring customers receive timely assistance. The ideal candidate has strong technical aptitude, excellent communication skills, and the ability to manage multiple tasks in a fast-paced environment.
Key Responsibilities
Technical Support & Troubleshooting
Identify customer issues and translate them into clear action plans.
Diagnose, reproduce, and resolve technical problems, escalating complex issues when required.
Provide on-demand technical assistance for a wide range of product-related questions.
Ticket Management
Create and manage support tickets through Zendesk or similar tools.
Ensure all tickets are handled within the defined SLA timelines.
Customer Communication
Provide clear and friendly guidance to customers via web, phone, email, and chat.
Maintain a high level of CSAT by managing customer-facing concerns with patience and professionalism.
Product Knowledge & Internal Collaboration
Stay current with all new product updates and releases.
Share customer feedback with internal teams to support product improvements.
Work closely with Customer Success teams to enhance the overall customer journey.
Documentation
Support the knowledge base by writing or updating help articles.
Document all technical findings clearly for internal and customer use.
Meetings & Coordination
Participate in weekly support meetings and contribute to team development.
Education Requirements
Bachelor’s degree in any discipline.
Experience Requirements
3–5 years of experience in technical customer support or a related field.
Familiarity with Zendesk or similar ticketing systems.
Experience with Salesforce, MS Dynamics, SAML, and other business tools is an advantage.
Prior experience guiding customers step-by-step through technical solutions across multiple communication channels.
Skills & Competencies
Communication & Customer Focus
Strong verbal and written communication skills.
Passion for customer-centric interaction and support.
Technical Skills
Strong problem-solving and analytical thinking.
Proficiency with Microsoft Office (Word, Excel, Outlook).
Professional Attributes
Ability to stay organized while multitasking.
Team-oriented attitude with adaptability and eagerness to learn.
Flexibility for rotational shifts, regions, and markets—mandatory based on business needs.
Persistence in resolving customer challenges and ensuring a positive experience.
Role Details
Role: Customer Success Associate
Department: Customer Success, Service & Operations
Industry: IT Services & Consulting
Employment Type: Full-time, Permanent
Education: Any Graduate / Any Postgraduate
Key Skills
Customer support, ticketing tools, customer satisfaction, troubleshooting, Microsoft Office, Salesforce, MS Dynamics, customer experience, and brand representation.