Note: The job is a remote job and is open to candidates in USA. Orange Logic is a company focused on solving complex content challenges through their Digital Asset Management system. They are seeking a Customer Support Specialist to serve as a technical consultant and support expert, helping clients optimize their use of the Orange Logic platform and ensuring satisfaction with their services.
Responsibilities
- Serve as a primary point of contact and trusted consultant for clients seeking assistance with software issues, usage questions, or system optimization
- Diagnose, troubleshoot, and resolve software-related challenges in client environments, escalating complex issues as needed
- Deliver white-glove support, building trust and confidence with clients by providing accurate, helpful, and timely solutions
- Conduct proactive client outreach to ensure satisfaction, adoption, and engagement with new features or workflows
- Partner with clients to translate business needs into technical workflows, offering best-practice recommendations
- Document client interactions, solutions, and product feedback for use in knowledge bases and internal product discussions
- Identify and advocate for enhancements and usability improvements based on recurring client pain points or feedback
- Collaborate with Implementation Specialists, Product, and Engineering teams to ensure seamless handoffs and unified client experiences
- Lead or assist with client training sessions focused on software functionality, workflow customization, or new releases
- Continuously refine support processes to improve responsiveness, efficiency, and customer satisfaction
Skills
- Based in and able to work core hours in the Pacific (PT) time zone to align with client and team coverage
- Bachelor's Degree or equivalent experience in a technical or client-facing role
- 2+ years in technical support, customer success, or implementation for enterprise software or SaaS platforms
- Excellent problem-solving skills with a customer-first mindset
- Clear and confident verbal and written communication skills; able to convey complex ideas simply
- Proficiency with tools such as G-Suite, ticketing platforms (e.g., Zendesk, Freshdesk), or CRM systems
- Experience managing and prioritizing multiple client issues in a fast-paced, high-touch support environment
- Comfortable with technical concepts and eager to learn new systems, APIs, and configurations
- Strong interpersonal skills and empathy when handling challenging client interactions
- Comfort using AI-assisted tools in day-to-day work accelerating troubleshooting, drafting clear client responses and knowledge base content, and summarizing complex cases paired with the judgment to critically evaluate AI output before it reaches a client
- Familiarity with Digital Asset Management (DAM) systems or enterprise content tools
Benefits
- Competitive compensation
- Medical, Dental, & Vision Insurance
- Life & Disability Insurance
- 401(k) & Roth with 4% employer match (fully vested)
- 20 Days PTO
- 8 Weeks Parental Leave
- 8 Company Holidays
- Remote Work Environment
Company Overview