Support Specialist

at Coefficient

Philippines, remote, 4+ years

posted 07 Dec 2022

Apply for this role Sign in to track your application

Google Sheets
XLOOKUP
Pivot Tables
INDEX/MATCH
Array Formulas
HubSpot
Google Apps Script
SQL
Excel
VBA
QUERY
VLOOKUP
Zendesk
Nested IF logic
Salesforce

About the role

At Coefficient, we believe providing the highest-quality support is vital to our core product experience. Support Specialists are empathetic, resourceful communicators who not only resolve user issues but also answer questions from our valued users. This individual is always looking for unique and creative ways to help others, tackle problems, and improve future experiences. Because business needs are fast-paced and constantly evolving, Support Specialists must be dynamic, self-motivated, and able to multitask across support, documentation, and business growth objectives.

At Coefficient, we believe providing the highest-quality support is vital to our core product experience. This is a remote position for someone based in the Philippines. Working hours will be coordinated to align with business needs, including coverage during USA business hours.

Support Specialists are empathetic, resourceful communicators who resolve user issues and answer questions from our valued users. This person is always looking for creative ways to help others, solve problems, and improve future experiences. Because business needs are fast-paced and constantly evolving, Support Specialists must be dynamic, self-motivated, and able to multitask across support, documentation, and business growth objectives.

What you would do

- Resolve a high volume of customer requests through email, live chat, and shared Slack channels, in clear, friendly written English.

- Troubleshoot tier 1 and tier 2 issues with Coefficient’s Google Sheets and Excel add-ons, including data imports, scheduled refreshes, formula errors, and write-backs to source systems.

- Diagnose connection and sync problems with business systems such as Salesforce, HubSpot, and SQL databases, including authentication, permissions, and field mapping.

- Reproduce bugs and escalate them to Engineering and Product with clear steps, screenshots, and relevant details.

- Work through unfamiliar, one-off problems independently, using documentation, testing, and internal resources to find a solution.

- Recommend both immediate fixes and longer-term improvements, such as product feedback, process changes, or new help content.

- Document every request thoroughly and flag recurring issues and trends to Support leadership.

- Write and update Help Center articles based on common questions and new features.

Read from job-boards.greenhouse.io, last seen 3d ago.

What they are looking for

- 4+ years supporting customers of a B2B SaaS product, troubleshooting software, integrations, and data issues for business users, usually in writing via email and chat.

- Advanced Google Sheets or Excel skills. You’re comfortable with XLOOKUP/VLOOKUP, INDEX/MATCH, QUERY, pivot tables, array formulas, and nested IF logic, and you can debug formulas someone else built.

- Experience troubleshooting software integrations or data issues, such as sync errors, permission problems, or mismatched records between systems.

- Excellent written English, with the ability to explain technical issues clearly and concisely to US-based business users.

- Proven ability to handle a high volume of tickets across email and chat while maintaining high response quality.

How You Work

- Customer-focused: You understand what the customer is trying to accomplish, not just the error they reported.

- Independent problem solver: You dig into unfamiliar issues using documentation and testing before you escalate, and you know when it’s time to ask for help.

- Organized under pressure: You prioritize the highest-impact issues first and stay calm when things are urgent.

- Hands-on experience with Salesforce or HubSpot, especially as an admin or power user.

- Working knowledge of SQL.

- Experience with Zendesk or a similar ticketing tool.

- Experience with Google Apps Script or VBA.

- Prior support experience at a data, analytics, or integration product.

- Bachelor’s degree in Business, Information Systems, Computer Science, or a related field, or equivalent hands-on experience.

- Experience in a high-volume support environment at a SaaS company, ideally for a product that connects to other business tools or handles customer data.

Schedule

This engagement requires flexibility in working hours to meet business needs. Coverage may include evenings, weekends, and holidays, coordinated in advance.

Why You Will Love Working Here

We believe great work happens when people feel supported, both professionally and personally. That’s why we offer a thoughtfully designed compensation and benefits package to help you thrive:

- Competitive Salary: Strong, market-based pay that reflects your skills, experience, and impact.

- Medical Benefit Stipend: A healthcare stipend that supports your medical coverage and lets you choose the plan that works best for you.

- Generous Paid Time Off (PTO): We value balance and encourage you to take the time you need to rest, recharge, and show up as your best self.

- Company-Provided Computer: The equipment you need to do your best work.

- Professional Development Stipend: We invest in your growth. Use your stipend for courses, certifications, conferences, or other learning that helps you advance your career.

If you’re excited to support customers, solve problems, and grow with a team that values continuous improvement, we’d love to hear from you.