Customer Support Representative

About the role

CerebriOS is a software company building B2B SaaS products that help businesses make better decisions, streamline operations, and get more value from their data. We are looking for a Customer Support Representative to help our customers get the most value from CerebriOS products. You will respond to customer questions, troubleshoot common issues, document interactions, and work with Product and Technology teams when more complex problems need to be investigated. This is a great opportunity for someone who enjoys helping people, solving problems, and learning how software products work.

Key responsibilities

• Respond to customer questions and support requests through available channels.
• Help customers understand product features, workflows, and best practices.
• Troubleshoot common technical and account‑related issues.
• Investigate reported problems and determine appropriate next steps.
• Escalate complex issues to Product, Engineering, or other teams when needed.
• Maintain accurate records of customer interactions and reported issues.
• Follow up with customers to ensure issues are resolved.
• Create and update support documentation and frequently asked questions.
• Identify recurring customer issues and share feedback with internal teams.
• Support customers during product updates and changes.

Required profile

• 1+ year of experience in customer service, support, or a similar role.
• Strong written and verbal English communication skills.
• Customer‑focused and patient approach.
• Strong problem‑solving and troubleshooting skills.
• Ability to explain information clearly to non‑technical users.
• Good attention to detail and follow‑through.
• Comfortable learning new software and digital tools.
• Ability to work independently in a remote environment.

Required skills

• Familiarity with ticketing or customer support platforms.
• Experience with Jira.
• Experience with Confluence.

What we offer

• Salary range $45,000–$62,000 annually, depending on experience.
• Remote‑first working environment.
• Professional development opportunities.
• Comprehensive benefits package.