Job Description
Customer Support Specialist (SaaS)
\n
\n
Location: Remote in the United States | Industry: SaaS | Employees: 400
\n
\n
6-month contract-to-hire opportunity with a fantastic company. This role has a clear path to career advancement.
\n
\n
Responsibilities
\n
- \n
- 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
\n
\n
\n
\n
\n
\n
\n
\n
\n
\n
- 3+ years of experience in a SaaS 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
- $30.00 - $35.00 per hour
\n
Requirements
\n
- \n
\n
\n
\n
\n
\n
\n
Compensation
\n
- \n
\n