Customer Support Specialist



About the role

Malbek is an organization that believes in its people, inspires autonomous thinking, and has an environment which makes every day feel like a Friday evening concert – we can’t wait to change the face of our industry.  We believe what we create at Malbek has the potential to be as fulfilling as anything we do.  Malbek has a culture that puts our people first offering immense flexibility, because valued employees deliver amazing customer experiences.


The primary role of a Customer Support Specialist is to elicit the full satisfaction and success of customers. The Customer Support Specialist will always strive to exceed the expectations of customers by providing empathetic, patient, yet efficient support via a single channel and person. The Customer Support Specialist have a primary goal of addressing problems, incidents, and inquiries submitted from customers via support channels. 

  • Provide support to customer in all products and perform troubleshooting on all field inquiries.
  • Monitor all assigned cases for customer support and update all activities on company tracking system.
  • Analyse customer issues and develop necessary actions and ensure optimal levels of customer satisfaction to provide appropriate support for same.
  • Report and prioritize customer issues internally, tracking to resolution and communicating with the customer.
  • Manage all customer issues and if required escalate it to the Support Manager.
  • Assist with customer success metrics tracking and reporting.
  • Provide solutions to customer product feature and function inquiries and ensure effective deployment and adoption.
  • Contribute to maintenance of the internal knowledge base and customer Solution Center content.
  • Participate in and contribute to account management, partnering with the Customer Success Manager.
  • 3+ years of experience in customer service required.
  • Proficient in monitoring, responding to all customer inquiries (email, phone, chat, from other internal resources)
  • Ability to reprioritize and multi-task daily in a fast-paced, evolving environment
  • Experience with integrations
  • Experienced with Microsoft Office (Excel, Word, etc.)
  • Familiar with SalesForce and integrations
  • Experience with data imports and exports
  • Understanding of APIs and Webhooks
  • Ability to handle technical support tickets to ensure issues are recorded, tracked, resolved with follow-ups completed in a timely manner
  • Must communicate clearly to both technical and non-technical personnel
  • Ability to conduct and/or contribute to root-cause analysis for technical issues 
  • Proficient writing skills for drafting technical documents, manuals, and technical support FAQs