Junior Support Specialist

About the Role

Satellite Office is hiring a Junior Support Specialist to act as the primary contact for international clients. This role focuses on delivering high-quality service and effective solutions within a people-centric, global business environment. The position offers a unique opportunity for career growth, providing exposure to international operations and structured professional development.

Requirements

• The ideal candidate brings up to two years of professional experience in customer support, customer success, or a SaaS environment.
• You should possess strong written communication skills, demonstrating an ability to describe troubleshooting steps and outcomes with clarity.
• A bachelor’s degree or equivalent practical experience is required for this role.
• Proficiency with spreadsheets and common file formats is necessary, as is the ability to operate within ticketing systems and follow established workflows.
• You must be comfortable learning new product features quickly, following troubleshooting playbooks, and maintaining a high level of detail in your work.
• While not required, prior experience with APIs, browser development tools, enterprise client support, and documenting processes in knowledge bases or runbooks is highly regarded.

Responsibilities

• As a Junior Support Specialist, you will respond to customer inquiries through approved channels and act as the primary interface for resolving issues.
• Your duties include triaging incoming requests, capturing key details, and communicating expected timelines to clients.
• You are responsible for resolving basic product questions independently while escalating more complex cases with all necessary context provided.
• You will be expected to reproduce technical issues, gather relevant evidence such as screenshots and logs, and document common solutions.
• Furthermore, you will assist by identifying recurring patterns, maintaining thorough case notes to ensure seamless handoffs, and participating in ad hoc tasks like data pulls.
• You will also collaborate with product and engineering teams, support client readiness during implementations, and participate in on-call rotations when required.

Benefits & Perks

• The company offers a clear professional growth path allowing team members to transition from junior roles to specialist or leadership positions.
• Employees receive comprehensive training on support tooling, troubleshooting methods, and specific product lines.
• You will work in a collaborative environment that provides structured feedback, coaching, and ongoing mentorship.
• Additional benefits include participation in team-building events, company-wide celebrations, access to wellness programs, and the opportunity to work in world-class office spaces while engaging with global brands.