Support Specialist

Position Overview

There is no deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.

Location: This role is an in-office position 5 days per week for the first two months. New hires may move to a hybrid work schedule of at least 3 days per week onsite after their first two months. You must be willing to work East Coast hours.

Salary: $70,000-80,000 with a variable bonus based on company performance.

Visas: We are unable to sponsor work visas for this role, and you must be authorized to work in the United States.

Interview Schedule: 30-minute initial call with our recruiter, and up to three 30-45-minute calls with members of our team, followed by an offer pending references. At least one interview will cover hypothetical support scenarios. The estimated interview time commitment is up to 3 hours.

Please note that, due to the nature of our work in the financial services industry, the selected candidate will be subject to background and reference checks as part of the onboarding process.

Zocks AI is seeking a Support Specialist to join our Solutions Delivery team and play a pivotal role in driving success for our Financial Services clients. This individual will be a problem-solver who thrives on tackling challenges across technical, workflow, and business domains. With a focus on delivering high-impact outcomes, they will help make our customers successful by  troubleshooting their support issues via video sessions, phone, email, and chat.

The Support Specialist role is a critical role driving product adoption and offering exceptional customer support; showing empathy, patience, and problem-solving skills to all customers.

**We are looking for an individual who loves working with customers and finds joy in solving their most complex challenges.**

Key Responsibilities

Tier 1 support:

- Act as the systems expert for clients requiring technical support

- Prioritize and resolve inbound inquiries via phone, chat and email, and support live troubleshooting with users via video calls

- Troubleshoot methodically, leveraging available documentation, systematic information gathering, independent testing, and teammate collaboration

- Proactively identify opportunities to champion new and existing product features to educate users

Technical Leadership:

- Assist users with customization requests

- Work with product and engineering teams to support new functionality as it is rolled out to clients

- Compile and report the most frequent user issues by identifying common themes across tickets and communicating key details to technical and non-technical audiences, both internally and externally

Collaboration & Enablement:

- Work with internal and external teams to address and resolve complex customer issues

- Partner with cross-functional teams to identify product enhancement opportunities

Preferred Candidate Profile:

- Thrives in a high-impact role and is comfortable managing competing priorities

- Enjoys problem-solving across varying domains and is not easily overwhelmed by complexity

- Motivated to become a product expert

- Relishes collaborating with diverse teams to achieve shared success

- Passionate about helping non-technical users leverage technology to enhance their businesses

- Able to navigate fluctuating volumes of support requests with ease

- Skilled at gauging and interpreting urgency and uncovering root issues through strategic discovery questions

- Preference and proven ability to communicate with humanity and empathy

Required Skills and Qualifications:

*New hires will receive comprehensive training on Zocks AI’s products and capabilities

- 2+ years of experience in a customer-facing support role involving phone and/or video support 

- Strong technical aptitude

- Experience with support ticketing systems; Intercom preferred but not required

- Outcome-oriented mindset, capable of prioritizing tasks to meet client objectives

- Able to report onsite to our Denver office 5 days per week in the first two months. New hires may move to a hybrid work schedule of at least 3 days per week onsite after their first two months

Nice to Have:

- Familiarity with Financial Services workflows and compliance requirements

- Technical experience with prompt engineering

- Exposure to support tools such as Zendesk, Intercom, DevRev

- Experience with CRMs such as Salesforce, Zoho, Redtail, Wealthbox

Why Join Zocks AI?

This is an exciting opportunity to join a growing team at the forefront of innovation in Financial Services. As a Support Specialist, you’ll work closely with our clients to solve real-world problems, collaborate with an exceptional team, and deliver solutions that make a tangible impact.

Apply today to be part of Zocks AI’s mission to transform the future of Financial Services!

We are an equal opportunity employer and never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. At Zocks AI, we value diversity and believe it enhances our creativity, innovation, and overall success. We encourage all qualified people to apply.