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We’re looking for a Support Specialist to join a growing SaaS team and provide reliable, high-quality support to customers using our software platform.In this role, you’ll be the first point of contact for customers who need help with product features, account questions, technical issues, and troubleshooting. You’ll investigate problems, communicate solutions clearly, and work closely with internal teams when an issue requires escalation.This is a customer-facing role for someone who is technically comfortable, highly organized, and genuinely enjoys helping people solve problems.Key Responsibilities Respond to customer questions and support requests through email, chat, phone, or other support channelsTroubleshoot product and technical issues and guide customers through solutionsInvestigate issues by gathering relevant information, reproducing problems, and identifying possible causesProvide clear, accurate, and easy-to-follow instructions to customersAssist customers with product features, account settings, configurations, and general product usageDocument customer interactions, troubleshooting steps, and resolutions accurately in the support systemEscalate complex or unresolved technical issues to the appropriate internal teamsFollow up with customers to ensure issues have been properly resolvedIdentify recurring customer issues and communicate trends or product feedback to internal teamsWork closely with Product, Engineering, Customer Success, and other teams when necessaryStay up to date with product updates, new features, and internal support documentationContribute to improving support processes, knowledge base articles, and customer-facing resourcesRequirements2+ years of experience in customer support, technical support, SaaS support, or a similar customer-facing roleExperience supporting customers using web-based software or SaaS productsStrong troubleshooting and problem-solving skillsComfortable investigating technical issues and learning new software quicklyExcellent written and verbal English communication skillsAble to explain technical concepts in a simple and customer-friendly wayStrong attention to detail and ability to manage multiple support requestsCustomer-focused, patient, and professional, especially when handling frustrated customersComfortable working independently in a remote environmentStrong documentation and organizational skillsWillingness to collaborate with technical and non-technical teamsNice to HaveExperience supporting B2B SaaS productsExperience with help desk or ticketing platformsFamiliarity with CRM, customer engagement, scheduling, communications, or business management softwareExperience troubleshooting integrations or third-party softwareBasic understanding of APIs, web applications, or system integrationsExperience working with U.S.-based customersExperience in a fast-paced technology or software companyWhat Success Looks LikeCustomer issues are resolved accurately and efficientlyCustomers receive clear, professional, and empathetic supportSupport tickets are properly documented and followed through to resolutionComplex issues are escalated with the right information and contextRecurring problems are identified and communicated to the appropriate teamsYou continuously build your product knowledge and become a reliable resource for customers and teammatesBenefitsJoin Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.
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