Technical Support Specialist - SPOL

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential.

We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy.

Position Overview

The Customer Support Specialist serves as the frontline connection between the company and its customers, ensuring every customer receives timely, accurate, and empathetic assistance. This role combines technical problem-solving, client communication, and product expertise to help users get the most value from our solutions. The ideal candidate is proactive, detail-oriented, and passionate about providing exceptional customer service. They thrive in a fast-paced environment, enjoy helping others, and are eager to continuously learn new technologies and processes.

This position works closely with Customer Success, Product, and Development teams to resolve client issues, enhance user experience, and contribute to the ongoing improvement of company tools and resources.
Key Responsibilities

- Provide exceptional technical and product support to clients through various channels, including ticketing systems (e.g., Service Cloud, Jira, or similar), Help Center, CRM, phone, and email.

- Maintain subject matter expertise on company products, services, and industry standards through continuous learning and professional development.

- Ensure all customer inquiries and issues are handled promptly, courteously, and effectively to achieve high customer satisfaction.

- Collaborate with internal teams including Customer Success, Product, and Development teams to address client needs and provide insights for product improvement.

- Contribute to customer-facing resources such as knowledge base articles, FAQs, newsletters, and training documentation.

- Participate in testing and providing feedback on new product features and releases.

- Track and resolve open issues, ensuring transparent communication and follow-up with clients.

Competencies:

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Customer Focus: Demonstrates empathy, active listening, and a commitment to delivering exceptional client experiences.

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Technical Proficiency: Quickly learns and applies knowledge of software tools, systems, and workflows to troubleshoot effectively.

- Foundational AI Literacy:

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Communication Excellence: Clearly conveys complex information in an approachable and professional manner, both verbally and in writing.

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Problem Solving : Analyzes issues, identifies root causes, and implements practical solutions under pressure.

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Collaboration: Works seamlessly across departments to ensure customer needs are met and feedback informs product improvement.

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Adaptability: Thrives in a fast-paced environment with evolving technologies and customer priorities.

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Ownership: Takes initiative, follows through on commitments, and maintains accountability for customer satisfaction and results.

Required Qualifications

- Outstanding communication, problem-solving, and interpersonal skills.

- Positive attitude with a strong sense of teamwork and accountability.

- Exceptional attention to detail, organization, and time management abilities.

- Minimum of 3 years of experience in a customer support, customer success, or technical support role.

- Demonstrated ability to manage multipl