Customer Support Specialist

Role Overview You love solving problems, talking to people, and staying calm when things get busy. As a Customer Support Specialist, you’ll be the first point of contact for customers, handling Tier 1 queries and making sure every interaction leaves them feeling supported and confident. You’ll resolve technical issues such as login and connectivity problems, guide users through software features, and make sure each case is followed through to completion. You’ll work closely with Customer Success and Product/Operations teams, translating customer needs into clear, actionable information for both technical and non-technical stakeholders. Your work will directly impact customer satisfaction, retention, and how customers experience the product every day. Here’s a breakdown of what you’ll do (not all of it, just the important stuff) Handle customer support requests giving clear, timely answers to questions about products and services. Troubleshoot and resolve common technical issues, including SSO and login problems, basic API and integration queries, internet connectivity issues, and application errors. Gather and analyze information from customers to understand symptoms, identify the root cause, and propose practical solutions or next steps. Log and update all interactions, investigations, and outcomes in the CRM and other support tools to ensure accurate records and smooth handovers. Escalate high-priority or complex issues to the right internal teams and follow up to make sure customers receive a complete, satisfactory resolution. Keep your product and technical knowledge current, including system changes, new features, APIs, and basic SQL-related diagnostics, so you can confidently guide users. These are the essentials you’ll need to get an interview 1–3 years of experience in phone-based software application support, technical support, customer service, or a call-center environment supporting end users. Strong experience troubleshooting software issues on Windows and at least one other major operating system. Practical exposure to SSO concepts, basic APIs, and running or interpreting simple SQL queries in a support or diagnostic context. Proven problem-solving skills with the ability to quickly understand issues, ask the right questions, and guide users to effective solutions. Excellent verbal and written communication skills, including the ability to explain technical topics in simple language to non-technical users. Comfortable working in a fast-moving environment, handling multiple conversations while staying calm, professional, and focused on the customer. A genuine passion for helping people and delivering outstanding customer service, even when they are stressed or under time pressure. It would be great if you had these too, but we’ll support you if you don’t Experience supporting senior or executive-level users across different regions or time zones. Familiarity with modern CRM/ticketing systems and remote support tools used in SaaS environments. Exposure to SaaS products, APIs, or database concepts beyond basic troubleshooting, with an interest in deepening your technical skills. About Us Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster. At Diligent, we're building the future with people who think boldly and move fast.  Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking.  Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity.  The future belongs to those who keep learning, and we are building it together.  At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact. Learn more at diligent.com or follow us on LinkedIn and Facebook What Diligent Offers You Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney. Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding. Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Headquartered in New York, Diligent has offices in Washington D.C.,  London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.  To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community. We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com. To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.