<div class="content-intro"><h3>Company Overview:</h3><div class="elementToProof">At <a href="https://himalayas.app/companies/wayvia">Wayvia</a>, we help the world’s top brands stay ahead—using AI, data, and innovation to shape the future of commerce. Whether you’re charting a new path or leveling up your journey, <a href="https://himalayas.app/companies/wayvia">Wayvia</a> is where your career can go further. We’d love to meet you.</div><div class="elementToProof">We help global brands connect with their shoppers in ways that are relevant, respectful, and real. And we do the same for each other—with trust, transparency, and the human connection that makes great work possible.</div><div class="elementToProof">At <a href="https://himalayas.app/companies/wayvia">Wayvia</a>, you’ll find a team that’s curious, collaborative, and always up for solving what’s next. We move fast, think boldly, and support one another in building something that matters—for our clients, for shoppers, and for each other. </div></div><div class="elementToProof"><div class="elementToProof"><p><strong>Job Brief:</strong><br>The Customer Support Specialist manages incoming customer support issues, ensuring timely resolution and exceptional service for <a href="https://himalayas.app/companies/wayvia">Wayvia</a> products and services. This role involves addressing technical queries, guiding customers on product functionality, and resolving issues independently or by escalating as needed.</p><h3>Essential Function &amp; Responsibilities:</h3><ul><li>Respond to customer support issues and resolve them per SLAs.</li><li>Communicate professionally with customers according to PriceSpider standards.</li><li>Work cross-functionally to resolve issues promptly.</li><li>Escalate issues when necessary.</li><li>Manage inbound communication via telephone, email, support tickets, and customer portal.</li><li>Utilize knowledge of <a href="https://himalayas.app/companies/wayvia">Wayvia</a> products to resolve issues independently.</li><li>Guide customers on product benefits and enhancements.</li><li>Assist with reports and metrics.</li><li>Recommend best practices to customers.</li><li>Identify and communicate root cause issues professionally.</li><li>Convey support team needs and issues cross-functionally.</li><li>Recommend patterns of issues for the product roadmap.</li><li>Contribute to high-priority issues.</li><li>Adhere to customer support best practices and policies.</li></ul><h3>Minimum Qualifications:</h3><ul><li>Associate's degree (Bachelor’s preferred).</li><li>Experience in a customer-facing role.</li><li>0-2 years of experience.</li><li>Basic knowledge of customer support software (e.g., Zendesk, Freshdesk).</li><li>Strong communication, organizational, and time management skills.</li><li>Proven troubleshooting ability.</li></ul><h3>Preferred Qualifications:</h3><ul><li>Experience working cross-functionally with technical teams.</li><li>Experience with Jira, SQL, and Microsoft Office