Support Specialist
Denver
Operations /
Full-time /
Hybrid
Position Overview
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 chat, email, phone, and virtual meetings.
This role is perfect for someone who thrives in customer-facing environments, with a strong passion for solving problems and delivering exceptional experiences.**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 needing technical support.
- Prioritize and resolve inbound inquiries
- Troubleshoot methodically by relying on documentation, systematic information gathering, and teammate collaboration
- Be a product champion by proactively finding opportunities to educate users on new and existing functionality
Technical Leadership:
- Help customers with customizations requests
- Work with product and engineering teams to support new functionality as it is rolled out to clients
- Compile and report on the most prolific user issues by recognizing common themes across tickets and communicating key details to both technical and non-technical audiences
Collaboration & Enablement:
- Work with other organizations to address and resolve complex customer issues
- Partner with cross-functional teams to identify product enhancement opportunities
Preferred Candidate Profile:
- Enjoys problem-solving across varying domains and is not easily overwhelmed by complexity
- Loves becoming a product expert
- Relishes collaborating with diverse teams to achieve shared success
- Loves helping non-technical users leverage technology to enhance their business
- Prefers to work in a client-facing environment
- Can navigate occasionally high volumes of support requests with easeIs excited to learn about how AI is transforming financial services.
Required Skills and Qualifications
- 2+ years of experience in customer-facing support role that involved phone 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
- Ability to report to our Denver office 80% of the time
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!
$70,000 - $80,000 a year
