Customer Support Specialist

Customer Support Specialist - US

Department: Services & Support

Salary: $50,000-$60,000/annual

Role Purpose

Join our growing Global Delivery Team, the Customer Support Specialist is the first point of contact for Precursive customers, providing timely, accurate, and empathetic support. You will manage customer queries, troubleshoot issues, and ensure that customers maximize the value of our products, often working within the Salesforce platform. The role blends 80% customer support with 20% light services/configuration work, requiring strong problem-solving skills and a customer-first mindset.

Key Responsibilities

Customer Support (80%)

• Manage and resolve incoming customer queries via Service Cloud, email, and calls.
• Troubleshoot and investigate product- and service-related issues, escalating as needed.
• Use “login access” to perform in-org troubleshooting for complex cases.
• Conduct screen-sharing sessions with customers to replicate and resolve issues.
• Maintain accurate case documentation, resolutions, and FAQs.
• Provide proactive updates to customers on outstanding cases.
• Collaborate with Product, QA, and Engineering to resolve escalated technical issues.

Services & Configuration (20%)

• Perform routine Salesforce and Precursive configuration (custom objects, fields, dashboards, automation).
• Assist Implementation Consultants with common customization tasks.
• Set up demo orgs for internal learning and customer trials.
• Support pre-sales activities with trial configurations and demos.

Required Skills & Qualifications

• 2+ years in a Salesforce Admin, Customer Support, or Consultancy role.
• Hands-on experience with Salesforce administration (Process Builder, Flow, Validation Rules, Reports & Dashboards, Security, Sharing).
• Strong troubleshooting skills, including the use of Debug Logs.
• Excellent written and verbal communication skills with the ability to explain technical topics to non-technical users.
• Customer-first mindset, with excellent listening and problem-solving skills.
• Ability to work independently in a fast-paced, remote environment.

Nice-to-Have Qualifications

• Salesforce Administrator Certification.
• Experience supporting SaaS products.
• Exposure to working with remote and cross-cultural teams.

Location & Work Setup

• Remote, within US Eastern Time Zones Only.
• Flexible working hours.
• Full setup provided: laptop, monitor, headset, etc.

Cultural Fit

• Collaborative, customer-focused, and eager to learn.
• Proactive in documenting solutions and escalating issues appropriately.
• Adaptable to a remote, inclusive global team with flexible hours.

Benefits

• Fully remote role with flexible hours.
• 34 days paid time off (inclusive of bank holidays) plus your birthday.
• Professional development budget and certification funding.
• Inclusive, global team culture with regular virtual get-togethers.

About Precursive

Precursive is the leading provider of Professional Services Automation (PSA) solutions built on the Salesforce Platform. Our customers are a mixture of SaaS, Software and Professional Services organizations who use Precursive to help them manage and improve all elements of services delivery.

We are on a mission to help our customers maximize ARR and profitability through world class services. Forward thinking companies use Precursive to accelerate time-to-value for customers and improve employee experience by automating manual processes and workflows.

Precursive operates globally and is proud to work with some of the world’s best technology companies including Pagerduty, Launch Darkly, Degreed, Relias Healthcare, Cox Automotive and SystemC.

Precursive is a strategic Salesforce ISV partner since 2014.

Our values

Our values inform everything we do, and have been developed over time, from the ground up, with input from our whole team.

Put Customers First and Actually Mean It

Our decisions should be driven by how we can help customers in both the short and long term. We recognise that without our customers, we can not grow our business and our team.

We are Human

We treat others as we would want to be treated. We assume good faith in our interactions with our team, our customers and our partners. We understand that everybody has a professional and personal life to balance and we look to support whenever we can.

Stronger Together

We understand that our success is not the result of any one individual and that for us to achieve something greater we must work together across different departments, countries and cultures. We know that we will only achieve the success we desire by constantly innovating and delivering the best for our customers.

Everyone Has A Voice

We want you to feel comfortable knowing that you are able to discuss, debate and challenge. We listen and respect each other's points of view but are not afraid to call out any behaviors that are not acceptable.

Stay Cheesy

We like to Brie funny and have a Cracker time. Sweet dreams are made of Cheese. No vegans were harmed in the making of this job spec.