Job description
Job Description
Customer Support Specialist (SaaS)
Location: Remote in the United States Industry: SaaS Employees: 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
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Requirements
- 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
Compensation
- $30.00 - $35.00 per hour
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