Junior Support Specialist
Job Overview
The Junior Support Specialist serves as the primary point of contact for customer inquiries, providing responsive and effective assistance to ensure customer success with Corpaxe’s product suite.
This entry-level role is designed for individuals with 0–2 years of experience who will build foundational product knowledge while developing core support skills. The role focuses on handling inbound questions, troubleshooting basic issues, and meeting response-time expectations while resolving tickets independently. It also serves as a foundation for growth within the support team, with a clear path to progress into more advanced support roles over time.
Key Responsibilities
Customer Support & Case Management
Respond to customer inquiries via approved channels.
Quickly triage issues, capture key details, and communicate timelines.
Independently resolve basic questions and product issues; escalate complex cases with full context.
Troubleshooting & Technical Investigation
Reproduce issues with clear steps and relevant test data.
Gather and verify artifacts (screenshots, logs, IDs, timestamps).
Spot and report patterns or recurring issues.
Follow runbooks and escalation protocols.
Documentation & Knowledge Base Contributions
Document common problems and solutions.
Create or update internal and external help articles as needed.
Maintain detailed case notes for seamless handoff.
Operational Support & Collaboration
Handle ad hoc support tasks (account checks, simple data pulls, exports).
Work with Product and Engineering on escalations and known issues.
Help CS/Implementation teams with client readiness and post-launch queries.
Join on-call rotations when required.
Required Qualifications
Technical Skills
Comfort working in a ticketing system and following structured workflows.
Strong written communication, with the ability to describe steps and outcomes clearly.
Basic proficiency with spreadsheets and common file formats (CSV, XLSX).
Ability to learn product features quickly and follow troubleshooting playbooks.
Professional Attributes
High attention to detail and consistent follow-through.
Calm under time pressure, able to prioritize and meet response targets.
Strong ownership mindset while knowing when to escalate.
Patient, methodical problem-solving approach.
Education & Experience
Bachelor’s degree (or equivalent practical experience, if you prefer to allow).
0–2 years in support, customer success, operations, or a SaaS environment.
Nice to Have
Experience with APIs, logs, or troubleshooting in browser dev tools.
Prior experience supporting enterprise clients or working with SLAs.
Experience documenting processes (knowledge base, runbooks, SOPs).
What We Offer
Clear growth path (Junior → Support Specialist → Senior / Lead paths).
Training on Corpaxe products, support tooling, and troubleshooting methods.
Exposure to cross-functional work with Product and Client Management.
Collaborative environment with coaching and structured feedback.