SaaS Customer Support Specialist

SaaS Customer Support Specialist

Title: SaaS Customer Support Specialist

Type: Full-time (Exempt)

Location: Fully Remote (United States)

Reports to: Customer Success Manager

Who We Are:

SureCost is the leading provider of pharmacy purchasing and inventory management solutions. Our SaaS platform empowers pharmacies across the nation to streamline their operations, reduce costs, and stay compliant in an increasingly complex and competitive landscape. We are committed to delivering innovative solutions to pharmacies so they can simplify their daily activities and focus on providing the best patient care possible. If you're looking for a role where you can make a meaningful impact in communities across the country, all while earning a competitive salary, you've come to the right place.

At SureCost, we think work/life balance should have, well, balance. With team members across the United States, we value the freedom of fully remote work, flex hours, and unlimited PTO.

What You’ll Do: 

We are seeking a SaaS Customer Support Specialist who can work in a fast-moving, unstructured, remote environment across multiple applications. They will be responsible for providing SureCost end users with the highest quality software support via inbound customer calls and email inquiries, and are responsible for analyzing problems, researching solutions using available resources, and providing solid answers easily understood by the customers. SaaS Customer Support Specialists provide end-user support and training as well as present new services that would help existing customers. In addition, they coordinate with internal teams to ensure our clients are quickly and thoroughly supported within the proper environment to meet their business objectives, and they will coordinate with other team members for handling day-to-day support and provide proactive follow-up that exceeds our clients’ expectations.

Responsibilities in this role include: 

• Master the features and functionality of the supported software applications and maintain knowledge of software updates and enhancements
• Provide timely and high-quality software support to end-users via email, phone, or as additional channels are identified in the future, for all our Software Solutions
• Follow standard support procedures and processes to ensure all customer communication is fully documented in the support ticketing system in a timely manner
• Triage, prioritize and troubleshoot various customer queries to identify and escalate situations requiring urgent attention and redirect problems to correct resource as needed
• Successfully manage a backlog of pending tickets and follow up with customers to ensure complete and timely resolution of issues
• Formulate and test alternative or unique solutions to help customers achieve their goals
• Proactively reach out to existing accounts to check-in and promote knowledge of other services
• Identify and report bugs and software requests and inform management of recurring problems
• Contribute to internal knowledge base for current and new team members and provide content for customer help center articles
• On a rotating basis (one week a month), share weekend and nightly on-call for emergency support situations

What You’ll Need:

• 3+ years of software/application support experience specifically for a B2B SaaS product
• Clear and concise communication and documentation style
• Ability to break down, analyze and solve complex problems
• Organization and time management skills a MUST
• Must be self directed and thrive in a fast paced environment with minimal direction
• Excellent written and verbal communication skills

Huge Plus If You Have:

• Experience supporting a healthcare or pharmaceutical industry SaaS product
• HubSpot experience

Perks and Benefits:

We are proud to offer generous benefits including:

• Fully Remote
• Unlimited PTO (Highly suggested 3-week minimum)
• Flex Hours
• 100% healthcare premiums covered for employees 
• 70% healthcare premiums covered for dependents
• Low cost-to-employee vision and dental
• Automatic 3% employer addition to 401k
• 12 weeks of fully paid Parental Leave 
• Technology stipend to cover the equipment you need to set up your home office
• Professional development reimbursement

The estimated base salary range for this role is $53,000-65,000/year. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, geographic market, and often a combination of all of these factors. The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.

Please note: SureCost is currently hiring only in the following states: Florida, Georgia, Illinois, Louisiana, Maine, Maryland, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, Tennessee, Texas, Virginia, and Wisconsin. Candidates must reside in one of these states to be considered for this position.

SureCost is an equal opportunity employer, dedicated to a policy of non-discrimination on the basis of race, color, religion, sex, national origin, ancestry, age, disability or any other characteristic protected by law. 

We are required by federal law to verify the identity and employment eligibility of all persons hired to work in the United States. We participate in E-Verify (Employment Verification). We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with the information from each new employee's Form I-9 to confirm work authorization.

Please be advised that, if selected for this position, a background check will be conducted as a condition of employment upon acceptance of a contingent job offer.