Support Administration Specialist

The Account Administration Specialist is a customer-facing role responsible for maintaining customer account health. This involves managing administrative requests, resolving billing and product activation issues, guiding customers on product use and security, and answering basic Backblaze client questions, including installation and uninstallation. Additionally, this role serves as the initial point of contact for triaging and escalating technical matters to the appropriate technical team.

What You’ll Do:

• Provide support to customers through chat and ticketing systems for various account issues, including billing adjustments, cancellations, and refunds.
• Guide customers through the process of product activation and licensing.
• Manage and update customer personal account information.
• Instruct customers on how to use product features within the web interface and client.
• Support customers with setting up security configurations and maintaining general account health.
• Triage technical matters and effectively escalate them to the technical team.

The Right Fit:

• Familiarity with Zendesk or similar customer ticketing systems.
• Proven experience in customer interfacing and support.
• Strong verbal and written communication skills for interactions across phone, email, and chat.
• Ability to quickly learn new systems and product information.
• High attention to detail.
• Proficiency in basic troubleshooting steps, including web browser navigation and clearing cookies.
• Understanding of application installation and uninstallation processes.
• Experience working with both Mac and Windows operating systems.
• Minimum 1-2 years experience