Technical Customer Support Specialist

This role is part of our Central Support Team at saas.group.

What is saas.group?

Think of us as the driving force behind your favorite software success stories. saas.group, established in 2017, is on a mission to turbocharge promising B2B SaaS ventures, unlocking their full potential. As a Software-as-a-Service portfolio powerhouse, we specialize in acquiring small software treasures and polishing them into industry stars. With a dynamic, fully remote team of nearly 300 colleagues spanning 44 countries we are truly global and we are rewriting the playbook on SaaS innovation and collaboration. We grow 17 exciting brands under our umbrella. Feel free to explore our Candidate's Hub to get an insider's view, dive into our culture, gain valuable insights into our teams and how we work.

Profile Overview

This role will report to the Head of Customer Support and will collaborate across all departments on initiatives that deliver a world class experience for customers via email, chat, and phones. Embrace the challenge, become a part of Central Team vision, and let's reshape the future of CRM support together.

Working hours of M-F 9am to 6pm CET

Your responsibilities

• Swiftly and competently aiding our multitudes of global customers via phone, chat & email. 
• Delving into internal documents to proficiently troubleshoot the technicalities of our platform.
• Masterfully identifying, vetting, monitoring and rectifying tickets or issues that users and staff report, delivering any bugs to our diligent Engineering team and taking ownership from initial problem-solving, through clear communication, to final resolution with the affected users.
• Reacting to internal escalations and inquiries from our other splendid teams.
• Aiding in the documentation of troubleshooting procedures for the more complex features or bugs.
• Sticking to, and surpassing, operational KPI’s such as CSAT, first response, and ticket resolution.
• Maintaining a proactive approach, investigating and solving escalated customer issues, and making sure we stick to our team's mission of building meaningful and enduring relationships with our customers.
• Contributing valuable product feedback based on customer interactions and observed pain points to our Product Team.

What You bring to the table

• You are an eloquent communicator in written and spoken English (additional languages are always a bonus).
• You possess at least 2 years of verified experience in Customer Support/Technical Support, or equivalent high-performance operational support teams and thrive in a team setting.
• You are proactive and positive, wishing to cultivate an environment of mutual trust, respect, commitment with a customer-centric mindset.
• You have excellent Customer Service skills, with experience in Level 1 Customer Support. (Level 2 is a plus). A knack for building and maintaining fruitful relationships with both clients and internal stakeholders.
• You have proven experience in supporting SaaS/Enterprise scale application infrastructure.
• You display creativity in problem-solving, diagnostics, and investigation skills.
• You are inspired by our Core Values and uses them as a guide for their journey with our team
• You have previous experience with Helpdesk solutions (Help Scout and Socratic).
• You understand the interface of multiple systems, including both APIs and file-based systems.

What’s in it for You

• Ultimate flexibility: We’re 100% remote. You can work from wherever you like, whenever you like.
• Freedom and autonomy: We’re a high-trust team, and you’ll be given lots of independence to solve problems in your own way — with plenty of help from the team when you need it.
• Minimum bureaucracy: We don’t like to get bogged down with meetings and red tape. We like to be efficient and keep momentum steady & sustainable.
• Small & friendly team: We help each other out, have fun, and joke around.
• Our network: We are a community of entrepreneurial SaaS professionals that regularly exchange ideas, knowledge, learning  and expertise with each other internally. 
• Unlimited paid time off: We want you to recharge your batteries when needed.

We don’t just simply offer you to “take a job with us” but rather to “join us on this journey” to build the world's largest platform of independent SaaS companies. 

Sounds like something you’re up for? Feel free to apply even if you don’t check all these boxes. We believe in the power of diversity and fresh perspectives to spice up our team. Your application might just be the missing ingredient!