Customer Support Specialist

Job Description

Job Description

CUSTOMER SUPPORT SPECIALIST

About Us

We are a dynamic SaaS company building innovative software solutions that make a difference in the Environmental Health Risk and Safety industry. Our collaborative team is passionate about technology and committed to excellence. We are looking for a talented Support Specialist to join our team in San Diego, CA and help drive our technical vision forward.

**THIS IS AN ON SITE/HOURLY/BENEFITED/ POSITION IN SAN DIEGO, CA 92127. **

**Competitive salary range: $27.11-$28.85 per hour depending on experience.**

The Opportunity

As our Customer Support Specialist, you will provide exceptional customer service and is the front line of client interaction, responsible for responding to client inquiries, triaging technical issues, and ensuring clear, proactive communication throughout the resolution process. This position is ideal for a customer-focused and problem solver who enjoys digging into technical details and making complex systems easier for users to navigate.

We currently have one (1) opening for this position and we are looking for great candidates like you!

What you will do:

• Deliver responsive service to clients via email and phone, with an emphasis on email-based communication.
• Answer and direct incoming company phone calls in a professional manner.
• Investigate, troubleshoot, diagnose, and resolve software-related issues through research, testing, and remote access when needed, escalating internally when required.
• Support clients with login problems, navigation difficulties, and general functionality inquiries.
• Maintain clear and professional communication with clients and third-party administrators (TPAs) across multiple touchpoints.
• Create and manage detailed JIRA (ticketing system) tickets for client-reported issues, enhancement requests, or internal escalations.
• Maintain accurate ticket status, notes, and history to ensure traceability and visibility for management and development.
• Monitor team workflows and assist with coverage, particularly for out-of-office team members.
• Prioritize and respond to development and leadership inquiries regarding escalated or time-sensitive issues.
• Prepare and lead client-facing meetings, including issue discovery, project updates, or new feature introductions.
• Organize and conduct virtual or in-person training sessions to guide users through system features and functionality.
• Process and prepare meeting materials for both internal team use and external client distribution.
• Manage and complete special projects or tasks as assigned by management
• Assist in TPA integrations related to mapping data values
• Develop strong internal relationships across departments to ensure effective task coverage and team synergy.
• Remain current with product changes, system updates, and internal process enhancements.
• Other duties as assigned.

What we are looking for:

Education/Work Experience:

• Associate’s or Bachelor’s degree in a relevant field preferred, or minimum of 2 years of experience in customer or technical support or an equivalent combination of education and relevant work experience.
• Minimum of 2 years' experience in a customer support, help desk, or SaaS environment.
• Familiarity with JIRA, ticketing systems, or CRM platforms is required.
• Experience in TPA integrations or HR/Insurance data workflows is a plus.

Knowledge, Skills & Abilities:

• Strong and excellent verbal and written communication skills.
• Confident in client-facing meetings and technical walkthroughs.
• Proficient with Microsoft Office, especially Excel.
• Comfortable with remote desktop tools, cloud-based software, and virtual collaboration platforms.
• Strong analytical and problem-solving skills.
• Capable of prioritizing and multitasking in a fast-paced, high-volume environment.
• Highly organized with attention to detail and a proactive attitude.
• Team-oriented with the ability to maintain continuity during staff absences or shifting priorities.

Work Schedule and Location:

• Monday to Friday; 8 am to 5 pm; 1 hour unpaid lunch
• Requires flexibility due to differences in time zones
• On-site position in San Diego, CA 92127

What We Offer:

• Competitive salary range: $27.11-$28.85 per hour DOE
• Collaborative and innovative work environment
• Work with cutting-edge technologies
• Being part of a team that values technical excellence

Excellent and Competitive Benefits:

• 401K Retirement with a generous 6% employer match – 100% vested immediately
• Medical Coverage (HMO & PPO options) – 100% paid by employer for you, spouse, and children
• Employer-paid life insurance
• Dental and Vision coverage
• Accrued Vacation Hours
• Paid Holidays
• Sick Leave
• Wellness Program including weekly chair massage and in-office gym
• Training and Development opportunities
• Company-provided daily office snacks
• Dog-friendly office!

Physical Requirements and Work Environment:

• Continually required to utilize hand and finger dexterity
• Continually use and utilize visual acuity to operate equipment, read work related information, and/or use a keyboard, monitor, telephone and other related office equipment
• Continually required to read, write and hear
• Continually required to talk and hear
• Continually required to sit
• Frequently required to stand
• Frequently required to walk
• Occasionally required to lift/push/carry items up to 25 pounds

How to apply:

If you are excited about leading technical innovation and working in a great SaaS company with a talented team, we'd love to hear from you! Please complete the application process and provide your updated resume through our online application portal.

Pre-Employment Background Check and Drug Test:

All offers are contingent upon the candidate successfully passing a criminal background check, and pre-employment drug screening.

Equal Employment Opportunity

AIC is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.