Customer Support Specialist (SaaS)

Customer Support Specialist (SaaS)

Is your CV ready If so, and you are confident this is the role for you, make sure to apply asap.

Location: Remote in the United States | Industry

SaaS |

400

6-month contract-to-hire opportunity with a fantastic company. This role has a clear path to career advancement.

Responsibilities

• Assisting customers through email, text, phone calls, screen sharing, and live chat
• Owning a steady flow of T1 tickets, resolving complex technical issues for customers
• Effectively communicating technical information to both technical and non-technical users
• Escalating technical issues as needed, resolving issues while displaying empathy
• Joining meetings, contributing to administrative tasks, and working on personal development and up-skilling as time allows
• Proactively surfacing process and product improvements, assisting with ad hoc projects
• Working with SMB, mid-market, strategic, and enterprise customers
• Providing customer insights – surfacing trends, risks, and up-sell opportunities
• Building relationships with both customers and internal team members

Requirements

• 3+ years of experience in a SaaS xhyhwjd startup environment in a customer-facing support role
• Well-versed in Tier 1 incident response for a technical platform/product
• Experience with data, reporting, user permission, scheduling, payments, inventory is ideal
• Detailed, professional, empathetic – with a desire to learn, grow, and advance your career

Compensation

• $30.00 - $35.00 per hour