Technical Support Specialist
New
S
ServiceTradeField Service Management
ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered. (AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA), 8:00 AM - 5:00 PM ESTFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- A minimum of 1 year SaaS experience or 2-3 years technical customer support experience.
- Required Skills
- JiraRESTful APIsTroubleshootingTechnical supportCRMSaaSGoogle WorkspaceSlackZendesk
Requirements
- Minimum 1 year SaaS experience OR 2-3 years technical customer support experience.
- Excellent spoken and written communication skills.
- Strong organizational skills and ability to multi-task.
- Proficiency with Google Suite, Slack, Jira, and Wrangle.
- Experience with Zendesk or comparable CRM systems.
- Ability to troubleshoot and determine root causes of issues.
- Familiarity with AI tools (e.g., Notion, Claude, Gemini).
- Understanding of relational databases and experience with API scripting (preferred).
Responsibilities
- Resolve product or service problems across email, help desk tickets, chat, web sessions, and phone calls.
- Maintain the help desk ticketing system and ensure resolution times meet SLAs.
- Leverage AI tools, error logs, and API console tools to assist customers.
- Draft clear, required-standard escalations for deeper technical issues.
- Develop and maintain deep working knowledge of the ServiceTrade platform.
- Create and document troubleshooting usage guides for the internal help center.
- Train new hires and facilitate practice meetings.
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