Platform Support Specialist
Provide expert support across Acuity platform features and functionality. Troubleshoot, resolve, and advocate for users while feeding insights back to the product team.
Apply NowPosition Overview
The Platform Support Specialist provides expert support across Acuity platform features and functionality. Specialists troubleshoot, resolve, and advocate for users while feeding insights back to the product team.
Success means users get fast, accurate, professional help — and the product team gets a clear picture of what users need.
What You'll Do
Handle Customer Inquiries
Receive, classify, and respond to user questions across support channels.
Troubleshoot Platform Issues
Diagnose and resolve issues across Acuity platform features and functionality.
Document Cases
Record cases, steps taken, and resolutions in structured case documentation.
Guide Users
Help users find the right features and workflows using knowledge-base resources.
Escalate When Needed
Follow escalation procedures for issues requiring deeper technical investigation.
Feed Back Product Insights
Document recurring themes and user feedback for the product team.
Prerequisite Skills
Baseline capabilities expected before applying or before successfully performing the role.
- Basic computer and internet proficiency.
- Clear written and verbal communication.
- Customer-service professionalism.
- Ability to learn software products.
- Organized note-taking/documentation.
- Attention to detail.
- Basic problem-solving ability.
Desired Skills
Role-specific professional capabilities that strongly support success in this position.
Customer Inquiry Intake
Receive and classify inquiries accurately and efficiently.
Professional Phone & Email Communication
Communicate clearly and professionally in every channel.
Active Listening
Understand the real issue behind each user report.
CRM / Case Documentation
Maintain complete, consistent case records.
Knowledge-Base Use
Leverage documentation to resolve issues quickly.
Basic Technical Troubleshooting
Work through structured troubleshooting steps.
Issue Classification
Categorize issues correctly for tracking and escalation.
Escalation Procedures
Escalate the right issues at the right time.
User Guidance
Walk users to successful outcomes step by step.
Customer Success
Advocate for user outcomes, not just ticket closure.
Professional Follow-Up
Close every loop reliably and courteously.
Product Feedback Documentation
Capture user insights for the product team.
How to Get Certified
If you're still developing the skills required for this role, explore a relevant short-form certification program designed around practical, job-aligned competencies.
Certification builds relevant skills but does not guarantee selection for any role.
Ready to Apply?
Send us your application for the Platform Support Specialist role — we review every submission.