SaaS Product Support Jedi
You’re based in the UTC +1 or +2 timezone range., UTC +1 or +2Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Native-level English fluency
- Experience
- 2+ years
- Required Skills
- HTMLCSSJavascriptRESTful APIsTechnical supportGitHub
Requirements
- 2+ years of professional experience, preferably in SaaS support or a client-facing role.
- Native-level English fluency (bilingual proficiency is a plus).
- Technical familiarity with HTML, CSS, JS, APIs, integrations, dev console, staging/production environments, GitHub, and database queries.
- Exceptional interpersonal and verbal/written communication skills.
- Comfortable managing multiple Zoom meetings per day.
- Strong problem-solving abilities and detail-oriented documentation skills.
- Self-motivated and independent worker capable of thriving in a remote environment.
- Organized with a process-driven approach to managing multiple workflow tools.
- Must have access to fast, reliable internet and a dedicated workspace.
Responsibilities
- Become an expert on Award Force and Good Grants through self-driven learning.
- Serve as the first point of contact for inbound support via email, tickets, phone, and live chat.
- Conduct 1-1 Zoom sessions with clients for technical consultation and query resolution.
- Maintain high first-reply-time metrics.
- Perform hands-on testing of scenarios to provide technically accurate responses.
- Collaborate with the engineering team to identify and resolve bugs.
- Analyze user feedback to identify patterns and suggest product improvements.
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