Join Responsive as a Skilled Customer Support Specialist
Join Responsive: This position is designed for professionals who enjoy solving problems, guiding customers, and working in a dynamic technical environment. Responsive, a leading name in strategic response management software, is seeking a skilled customer support specialist who can manage day-to-day customer inquiries, troubleshoot issues, and contribute to a positive user experience. With a growing global customer base and advanced AI-powered tools, the company offers a workplace where learning and collaboration are part of the everyday workflow.
About Responsive
Responsive, formerly known as RFPIO, is recognized across the world for simplifying how businesses manage critical information exchange. The platform supports responses for RFPs, RFIs, security questionnaires, and various other large-scale requests. Headquartered in Portland with offices in Kansas City and Coimbatore, the company continues to grow with nearly two thousand organizations depending on its software. Working here means joining a team committed to improving efficiency, reducing risks, and providing exceptional service to users around the world.
Role Overview
The role centers on understanding customer needs, resolving software-related issues, and guiding users through the platform. You will assist customers across different regions, requiring comfort with flexible schedules. Your day may involve answering queries, diagnosing issues, updating support tickets, or coordinating with internal teams when a case needs escalation. Each interaction contributes to strengthening the customer’s experience and ensuring their continued success with the software.
Key Responsibilities
Your responsibilities include translating customer queries into practical solutions, documenting each support request through a ticketing system, and providing accurate troubleshooting steps. You will investigate potential defects, reproduce errors when necessary, and collaborate with engineering or product teams on complex issues. Being familiar with new software updates is important, as customers rely on accurate and up-to-date information. You will also assist in improving the company’s knowledge base by writing or reviewing helpful articles. Regular participation in team discussions and cooperation with customer success teams will help enhance overall service quality.
Required Qualifications
Applicants should have a bachelor’s degree in any discipline and a few years of experience in technical customer support or related roles. Familiarity with ticketing tools such as Zendesk is essential, and experience with platforms like Salesforce, Microsoft Dynamics, and SAML-based systems is an advantage. The role requires strong communication abilities, both written and spoken, along with technical aptitude for solving software-related issues. The ability to stay organized, multitask effectively, and adapt to frequently changing requirements is important. A positive attitude and willingness to learn will help you excel in this environment.
Skills and Personal Attributes
To thrive in this role, you should be comfortable guiding customers through solutions step by step, whether through email, chat, phone, or web sessions. Persistence, analytical thinking, and attention to detail will support your success. The position requires flexibility regarding rotational shifts, as customer needs vary across regions and time zones. Being a team player while maintaining independence in your tasks is essential. Proficiency in common office software will further support your daily responsibilities.
Work Environment and Growth
Responsive offers a collaborative and fast-paced workplace where innovation and customer care go hand in hand. Employees are encouraged to share feedback, suggest improvements, and contribute to a product that plays a key role in global communication processes. Joining the company means building your career with a team that values growth, learning, and service excellence. This full-time position provides a stable environment with opportunities to develop professionally as you work with advanced tools and highly skilled colleagues.