Client Support Specialist

Job Locations US-CA-Los Angeles
Posted Date 1 month ago(2/22/2018 7:18 PM)
# of Openings


FUEL CYCLE is the leading market research solution that unifies customer communities, panels and the best insight tools into one platform to help enterprise businesses consolidate their market research and reach meaningful insights.  FUEL CYCLE is searching for a Software Support Specialist to join the team! As a Software Support Specialist, you will actively manage a dynamic queue of support requests related to software issues, improvements and functionality.  Services provided by this position include support, training and documentation of the Fuel Cycle platform.  The ideal candidate is detail oriented, tech-savvy and understands how to explain software functionality in an intuitive and effective way.


Fuel Cycle is headquartered in Los Angeles, California with a satellite office in a WeWork space in New York. We provide excellent benefits such as health, vision, and dental. We also offer supplemental benefits such as AD&D, life insurance, 401k and much more. 


  • Provide timely response to reported issues from team members and answer questions regarding software functionality and improvements via Zendesk.
  • Identify opportunities to improve the Zendesk knowledgebase and all internal processes involving client support.
  • Document software functionality and create user-friendly help articles/guides.
  • Partner with the product management team to improve and manage the customer knowledge base.
  • Communicate with internal teams and identify the most appropriate parties for answering questions.
  • Troubleshoot and define problems, analyze symptoms, identify root cause and document resolution.
  • Escalate critical issues and collaborate with engineering to understand and communicate resolution.


  • Strong interpersonal skills and ability to work cross-functionally.
  • Strong written and verbal communication skills for emails, trainings, instructions, presentations, documentation, etc.
  • Strong project management skills for managing issues and projects of various scopes and complexities.
  • Proactive with a strong desire to innovate and improve existing processes.
  • Bonus: previous experience in SaaS support and/or market research

Every Fuel Cycle employee exhibits our core values:

  • Team before self
  • Extreme impact
  • Endless curiousity



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