Channeltivity is looking for a Technical Support Specialist who enjoys working directly with customers, solving problems, and figuring out how systems work.

Many customer questions require more than a quick answer, they require understanding what the customer is trying to accomplish, investigating how the platform behaves, and identifying the best solution.

This role involves frequent interaction with customers to help them understand how to use the platform, troubleshoot issues, and determine the best way to accomplish their goals within Channeltivity. Customers often reach out with questions about how to configure workflows or why something is behaving a certain way.

The ideal candidate is someone who is comfortable talking with customers while also being curious about how systems work. You should be comfortable asking questions, digging into issues, and investigating problems until you understand what’s really happening at the root of their request.

This role includes technically complex areas of the platform: integrations with CRMs, API questions, and Single Sign-On(SSO) configuration and troubleshooting. You don't need prior hands-on experience with all of these, but you should be the kind of person who finds that stuff interesting rather than intimidating.

Responsibilities

Customer Support & Guidance

Respond to customer questions about how to use and configure Channeltivity
Communicate with customers via Microsoft Teams calls and email to understand their questions and guide them toward effective solutions
Help customers determine the best way to structure workflows and processes within the platform
Clearly explain platform functionality and configuration options

Troubleshooting & Investigation

Investigate situations where the platform may not be behaving as expected
Reproduce customer scenarios to identify the root cause of issues
Determine whether problems are caused by configuration, misunderstanding of functionality, or a bug
Document findings and escalate confirmed issues when necessary

Technical Troubleshooting & Setup

Assist with troubleshooting integrations with external systems such as CRMs
Help diagnose issues related to APIs or system integrations
Support configuration and troubleshooting of Single Sign-On (SSO) implementations
Work with internal teams when deeper technical investigation is required

Implementation Support

Assist with configuration and administrative tasks during customer implementations
Help configure workflows, forms, and platform settings
Support internal implementation leads as needed

What Makes Someone Successful in This Role

Enjoys working with people

You communicate clearly and comfortably with customers and are someone people enjoy talking to. Natural rapport building. Meets people where they are and moves them to solutions that are right for them in the long term.

Comfortable thinking through problems out loud with customers

You’re comfortable jumping on a call, asking questions, and working through a problem step-by-step until the issue is understood. Facilitation skills are a must.

Curious and investigative

You enjoy figuring out how things work and digging into problems to understand the root cause. You are a natural learner and continually build your skills.

A thoughtful problem solver

You ask questions to understand what a customer is really trying to accomplish before proposing solutions.

Technically minded

You are interested in learning how systems interact and are comfortable exploring technical topics such as integrations, APIs, and authentication.

Independent and resourceful

You research and investigate issues before escalating them.

Strong candidates typically have 1–4 years of experience in roles such as:

Technical support in a SaaS environment
Enterprise Product or platform support
Customer-facing technical roles
Working with product teams to improve the product

Helpful experience includes:

Supporting business software platforms
Troubleshooting configuration-based systems
Communicating with customers via video calls and email

Bonus experience:

CRM systems (Salesforce, HubSpot, etc.)
APIs or software integrations
Single Sign-On (SSO) systems

We invest meaningfully in our team’s well-being. Our benefits include:

Generous company-paid medical insurance premiums
Optional vision, dental, and disability coverage
Three weeks of paid time off plus company holidays
Participation in a 401(k)-retirement savings program

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