Match score not available

Unlock Premium Benefits Today!
🚀 Elevate your career with priority access.
Stand out to top recruiters with Jobgether Priority Access:
  • ✅ Top Match: We help you identify job offers where you're a perfect fit.
  • ✅ Exclusive Referral Service: Connect directly with recruiters as a Jobgether Certified Premium User.
  • ✅ Personalized Feedback: Receive expert guidance on applications and have your profile manually reviewed.

Start Your Free Trial Now!

Start my free trial

Software Application Support (SaaS)

72% Flex
Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
Philippines

Offer summary

Qualifications:

At least 2 years of customer-facing support experience, Prior technical support experience required.

Key responsabilities:

  • Provide exceptional technical support via phone, email, and chat
  • Troubleshoot, diagnose issues & manage product-related inquiries
  • Collaborate with Engineering team for issue resolution
  • Collect and share customer feedback for continuous improvement
  • Create and maintain customer resources for support
SupportNinja logo
SupportNinja Computer Software / SaaS Scaleup https://www.supportninja.com/
1001 - 5000 Employees
HQ: Dallas
About SupportNinja
SupportNinja provides customer experience and back-office support services for tech companies and startups around the world. Phone | Chat | Email | Lead Gen | Content Moderation | Tech Support | Much More
See more SupportNinja offers

Job description

Logo Jobgether

Your missions



What does a day in the life as a Software Application Support (SaaS) look like?
  • Provide exceptional technical support to customers via phone, email, and chat, ensuring thorough troubleshooting and understanding the complete context of each issue.
  • Proactively call customers to resolve issues, adding urgency and a personal touch to the support experience, while fully grasping the who, what, when, where, and whys of their situations.
  • Manage product-related questions, technical issues, and general inquiries such as billing and finance, directing them appropriately as needed.
  • Troubleshoot and diagnose technical issues through research, testing, and remote screen sharing, thinking outside the box to find solutions.
  • Communicate with customers to answer product questions and diagnose technical problems, practicing active listening to understand the desired outcomes and working towards achieving them.
  • Collaborate with the Engineering team to troubleshoot bugs and escalate issues, being actionable and moving things forward with clarity on what needs to be done and when help is needed.
  • Collect feedback from customers and share it with relevant departments to drive continuous improvement, ensuring clear communication about needs and solutions.
  • Create and maintain customer resources, such as help articles and internal tools, to provide clear and accessible support.

    • What are the required qualifications for a Junior Software Application Support (SaaS)?
  • At least 2 years of experience in a customer-facing support role with technical support experience or similar role for software or SaaS applications
  • Self-starter and self-learner, continuously striving to improve oneself and processes.
  • Prior technical support experience working directly with customers.
  • Good written and verbal communication skills, with an emphasis on clarity and active listening.
  • Experience with spreadsheet software.
  • Tech-savvy, adaptable, and comfortable with frequent product updates.
  • Superior customer service skills, being resourceful, compassionate, and solution-oriented, with a strong understanding of software and emerging technologies.
  • Experience with billings is a plus
  • Must be flexible and able to adapt to changes

    • Nice-to-have qualifications:
  • Familiarity Intercom, Jira, Salesforce, or similar support platforms 

    •

    Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Industry :
    Computer Software / SaaS
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    IntercomTechnical EnablementJiraSalesforce

    Soft Skills

    • Excellent Communication
    • Customer Service
    • Active Listening
    Are you interested?

    Go Premium: Access the World's Largest Selection of Remote Jobs!

    • Largest Inventory: Dive into the world's largest remote job inventory. More than half of these opportunities can't be found on standard platforms.
    • Personalized Matches: Our AI-driven algorithms ensure you find job listings perfectly matched to your skills and preferences.
    • Application fast-lane: Discover positions where you rank in the TOP 5% of applicants, and get personally introduced to recruiters with Jobgether.
    • Try out our Premium Benefits with a 7-Day FREE TRIAL.
      No obligations. Cancel anytime.
    Upgrade to Premium

    Find other similar jobs

    SEE MORE JOBS
    Sign in or sign up with Google or LinkedIn