Customer Support Specialist - SaaS

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Requirements:

• 2 years SaaS experience or 3+ years technical customer support experience
• Excel/Google Sheets (comfortable with formulas)
• Computer science background (preferred)
• Experience scripting or programming with APIs (preferred)
• Understanding of relational databases (preferred)
• Customer Service with a focus on quality, empathy, problem solving and documentation
• Organizational skills
• Ability to meet and/or exceed project deadlines
• Excellent spoken and written communication skills
• Ability to listen, analyze information, and multi-task
• Entrepreneur mindset, someone who takes initiative on what's needed to help both the customer and the team

Responsibilities:

• Attracting potential customers by answering product and service questions
• Setting up customer accounts: Entering account information, Assisting with initial customer data entry, Providing application walkthrough, Providing basic tutorials
• Resolving product or service problems received both by email, help desk ticket submission, and phone call by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintaining the help desk ticket system by creating tickets from emailed and phoned-in support requests; follow up with all tickets in queue to ensure required resolution times depending upon customer SLA (service level agreement)
• Recommending potential products or services to management by collecting customer information and analyzing customer needs
• Assisting in documenting support issues and creating application usage guides