Description
Located in Duluth, Georgia, PossibleNOW, a steadily growing private company and direct marketing industry leader for Do Not Call and privacy preference management solutions, seeks a Customer Support Specialist Level 1 with a strong focus on infrastructure and support. This is an excellent opportunity for the right candidate to join a successful, growing technology organization.
PossibleNOW is looking for a customer-focused Customer Support Technician to help deliver an outstanding experience across our SaaS product suite. In this role, you will serve as a trusted first point of contact for customers, helping them successfully onboard, resolving issues efficiently, and gaining ongoing value from our platform.
You will work closely with customers and cross-functional teams, including Product, Engineering, Quality Assurance, and Operations—to troubleshoot issues, support onboarding, and contribute to reliable, high-quality customer experience. This role is ideal for someone who enjoys solving technical problems, communicating clearly, and thriving in a fast-paced software environment.
This position offers the opportunity to build strong technical support experience, deepen product knowledge, and make a meaningful impact on customer success within a collaborative SaaS organization. If you are detail-oriented, customer-minded, and eager to develop your career in software support, we would love to hear from you.
Responsibilities include but are not limited to
Create, maintain, and update customer accounts and access configurations to support accurate platform use
Support customer onboarding and deliver product training to encourage successful adoption and long-term value
Monitor, triage, troubleshoot, and resolve Tier 1 and Tier 2 customer issues in a timely and professional manner
Communicate clearly with customers throughout the support process, including issue updates, resolution details, and next steps
Perform recurring operational tasks that support platform performance, data processing, and customer deliverables
Document issues thoroughly and collaborate with Product, Engineering, and internal stakeholders on escalations and resolution
Assist with system testing, validation, and release support activities as needed
Contribute to process improvements, team documentation, and knowledge sharing that enhance customer support operations
Participation in after-hours or on-call support for critical customer issues when required
Handle sensitive customer and company information with professionalism and confidentiality
Required Education
High school diploma or GED required; associate or bachelor’s degree in a related field preferred.
Desired Skills
Ability to quickly learn and adapt to new software platforms, tools, and technologies in a SaaS environment
Working knowledge of data formats and encoding standards such as ASCII and Unicode
Experience with file formatting, data manipulation, or basic scripting for data validation and processing is preferred
Experience with monitoring, troubleshooting, or diagnostic tools such as Domo and Microsoft Dynamics CRM
Proficiency with SFTP clients such as WinSCP, Globalscape, MuleSoft, or FileZilla
Hands-on experience with Splunk, including searching, monitoring, alerting, reporting, or dashboarding
Experience supporting or testing APIs using tools such as Postman or Fiddler, with working knowledge of HTTP protocols and status codes
Strong customer service skills, ideally in a software, technology, or SaaS environment
Excellent verbal and written communication skills, including the ability to explain technical concepts clearly to different audiences
Strong interpersonal skills and the ability to build productive working relationships with customers and internal teams
Highly organized, detail-oriented, and able to manage multiple priorities effectively
Willingness to provide occasional after-hours or weekend support when needed
High school diploma or GED required; associate or bachelor’s degree in a related field preferred
Why PossibleNOW
Great teamwork atmosphere
Flexible work environment
Competitive salary and equity
Health (employee medical coverage Employer paid), dental, and vision insurance
401K plan with Company Match
FSA plans
HSA plan with Company Match
Supplemental insurance including life, AD&D, short-term & long-term disability insurance
Paid Time Off, Paid Company Holidays
Compensation
Negotiable, commensurate with experience and qualifications.
Equal Opportunity Employment
PossibleNOW is an equal opportunity employer. We are committed to fostering an inclusive workplace where employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.
Pre-Employment Requirements
Employment with PossibleNOW is contingent upon successfully completing a pre-employment background check and drug screening, where permitted by law.
Work Authorization
Applicants must be legally authorized to work in the United States at the time of hire. PossibleNOW participates in E-Verify to confirm employment eligibility. We do not sponsor employment visas for this position.
About PossibleNOW
Founded in 2000 and headquartered in Duluth, GA, PossibleNOW is a successful, growing, family oriented, and private held company that is the industry leader for direct marketing compliance, consent, and preference management solutions via our SaaS technology and professional services offering. PossibleNOW solutions serve many Fortune 500 companies and thousands of the largest direct marketers in the world.
To apply, please send your resume to: [email protected]