Customer Support Specialist III

Wrapbook is hiring an experienced remote support specialist to resolve product questions and technical issues for users of its production payroll platform. This is a strong fit for IT Support Group readers who enjoy owning cases end to end, troubleshooting SaaS behavior, and partnering with engineering and operations teams on complex incidents. **What you would work on:** - Own email, live-chat, and phone cases in Salesforce from first contact through resolution. - Investigate product behavior, reproduce bugs, identify root causes, and recommend next steps or workarounds. - Prioritize a case backlog by customer impact, SLA, and escalation risk. - Escalate production-critical issues through PagerDuty and translate customer context into actionable detail for Product and Engineering. - Create bug reports, SOPs, templates, and troubleshooting documentation, while identifying workflow and automation improvements. **Good fit if:** - You have 2+ years in customer support, technical support, production administration, or equivalent B2B SaaS support. - You have strong troubleshooting, written communication, queue-management, and cross-functional collaboration skills. - You are comfortable supporting customers by phone, email, and live chat. - You can work with tools such as Salesforce, Linear or similar bug trackers, PagerDuty, Slack, and Notion. - Film/TV production, production accounting, payroll, high-volume support, or support-team mentoring experience is a plus. Curated from Jobicy for IT Support Group readers. This is an external listing; use the apply link for the source listing and latest details.