Solutions Support Specialist (monday.com & Make.com)

Role Overview


We manage systems, automations and business process for 24+ clients. We are seeking a Solutions Support Specialist who can act as the primary interface for client requests, provide training and support for our clients., and use AI tools to build a "living" knowledge base of our custom builds.

You will start with a 60-day trial period focusing on 1–2 key client accounts to demonstrate your ability to manage high-stakes communication, technical triage, and documentation before scaling to the full roster.


Key Responsibilities


Client Triage & SLA Management: Act as the first point of contact for all support queries. Categorize issues, provide clear ETAs, and ensure no request sits unacknowledged.

Direct Client Training: Conduct 1-on-1 or group training sessions via Zoom/Loom to teach clients how to use their specific ---------- setups effectively.

AI-Powered Documentation: Use AI tools (e.g., ChatGPT, Claude, or Scribe) to convert technical workflows into "living" SOPs. You will be responsible for maintaining a centralized knowledge database so that every custom automation is documented and searchable.

Technical Maintenance: Troubleshoot and repair ---------- scenario errors and ---------- logic gaps.

Knowledge Base Management: Update customer specific documentation and projects in real-time as systems evolve, ensuring the customers have an up to date knowledge base for their systems and software.


Requirements & Technical Proficiencies


Mastery of ---------- : Deep understanding of Formula columns, high-level Dashboards, and Workforms.

---------- Logic: Ability to read JSON, map complex data structures, and handle error processing.

AI Tool Fluency: Experience using AI (LLMs) to summarize technical processes into user-friendly documentation. Google workspace proficiency is a bonus. Gmail, Drive, Gemini, Keep etc…

Educational Skills: Ability to explain complex technical concepts to non-technical business owners without using jargon.
The "Gatekeeper"

Mindset: Obsessive about organization, task statuses, and meeting deadlines. Your goal is to save me as the lead architect time and focus. If you can successfully do that then we will be a successful partnership!