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Technical Support (SaaS)

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Junior (1-2 years)
Work from: 
United States

Offer summary

Qualifications:

At least 1 year in customer-facing support role, Technical support experience for software or SaaS applications, Familiarity with CRM and Help Desk software, Understanding of Excel and Office/GSuite software, Knowledge of Transportation and Logistics industry is a plus.

Key responsabilities:

  • Handle inbound calls, chat, and emails
  • Complete level 1 troubleshooting tasks
  • Process and manage escalations to resolution
  • Resolve complaints and recommend process improvements
  • Communicate articulate responses to clients
SupportNinja logo
SupportNinja 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



What does a day in the life as a Technical Support (SaaS) look like?
  • Maintaining an understanding of Products and services offerings.
  • Handling of Level 1 Inbound Calls, Chat and Emails through the portal.
  • Completing level 1 troubleshooting or tasks that may be requested by users or the sales team.
  • Work directly with Tier 2 or Tier 3 support and development team when necessary for more complicated problem resolution.
  • Process and manage escalations, with follow up for the customer at resolution.
  • Resolving complaints and preventing additional issues by making recommendations for improving processes. 
  • Ability to navigate the App and Web Dashboard to speak to and assist customers with Basic Usage and Troubleshooting questions
  • Understanding of CRM and Help Desk software and procedures Communicating with clients in a timely, efficient manner.
  • Create articulate written exchanges (chat or email) that contain clear and concise instructions and answers for the end user.

    • What are the required qualifications for a Technical Support (SaaS)?
  • At least 1 year of experience in a customer-facing support role with technical support experience or similar role for software or SaaS applications
  • Demonstrate the ability to be composed and professional on the phone, through video calls and email. 
  • Empathy for a company and operators who are growing and changing processes 
  • Ability to collect, organize, and analyze large amounts of data. 
  • Ability to communicate effectively with all levels of skill and technology understanding. 
  • Adaptability and strong problem-solving skills. You understand how to deflect frustration and demonstrate professionalism. 
  • Excellent active listening skills. 
  • Exceptional verbal and written communication skills. 
  • Building relationships with clients based on trust and respect. 
  • Understands and familiar with Excel as well other Office and GSuite software 
  • Ability to adapt to ever changing workplace. 
  • Being flexible.
  • Understanding Transportation and Logistics industry is a plus

    • Required profile

    Experience

    Level of experience: Junior (1-2 years)
    Industry :
    Computer Software / SaaS
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Technical SupportOffice Management SoftwareGT-SUITE (Simulation Software)Freight HandlingData AnalysisCustomer Support

    Other Skills

    • Active Listening
    • Problem Solving
    • Adaptability
    • Professionalism
    • Microsoft Excel
    • Empathy
    • Relationship Building
    • Verbal Communication Skills
    Are you interested?

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