SaaS Technical Support Specialist – Email & Chat

Job Description:

  • Provide basic technical support to customers experiencing technical issues with their products or services.
  • Identify and troubleshoot technical problems, and provide timely, effective, and empathetic solutions.
  • Address key platform issues, focusing on our top call/ticket drivers: User management requests, Failed session handling, Troubleshooting overlay issues.
  • Communicate technical solutions to non-technical customers in a clear, concise, and easy-to-understand manner.
  • Escalate complex technical bugs and deep-rooted issues to higher-level team members as necessary.
  • Provide first-level support to assist with complex customer inquiries strictly via email and chat (no phone support required).
  • Interact with every customer with kindness, extreme professionalism, and a high level of empathy.
  • Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and provide additional support if needed.
  • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times to ensure customer satisfaction and loyalty.
  • Manage and triage tickets utilizing digital support tools (currently using Intercom, with an upcoming transition to Zendesk soon).
  • Document customer interactions and technical issues thoroughly in a customer relationship management (CRM) system.
  • Coordinate and communicate internally using Slack and proprietary internal communication tools.
  • Collaborate cross-functionally with other departments as needed to resolve customer issues.
  • Adhere to company policies and procedures.
  • Meet or exceed performance targets for related KPIs.
  • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.
  • Perform other duties as assigned.

Requirements:

  • Minimum of one (1) year of experience in a technical support role.
  • Minimum of six (6) months of experience in a customer support role.
  • SaaS (Software-as-a-Service) background is an absolute must-have.
  • Good communication skills, both verbal and written, optimized for high-quality email and chat communication.
  • High proficiency in using computer applications and software.
  • Ability to work PST working hours and commit to a 24/7 shifting schedule (including night shifts and weekends).

Benefits:

  • Competitive Compensation
  • Retirement Savings Program with Company Matching to support your long-term financial goals.
  • Life insurance coverage.
  • HMO coverage starting on Day 1.
  • Free dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service.
  • Paid time off plus birthday leave.
  • Opportunities for skills training and personal and professional development.
  • Employee Referral Program with rewards for successful referrals.
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