Technical Support Specialist

New

JobgetherSaaS / B2B Software

Based in United StatesFull-TimeMiddle

Salary not disclosed

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Job Details

At least 3 years of experience in customer support, customer success, technical support, or a related role.
Outstanding communication, interpersonal, and problem-solving skills, with the ability to explain complex topics clearly to non-technical audiences.
Strong attention to detail, organization, and time-management skills.
Ability to manage multiple support cases simultaneously without compromising quality.
Positive, collaborative, and accountable approach to working with customers and internal teams.
Ability to work independently while adapting to changing customer needs, priorities, technologies, and processes.
Strong technical proficiency and ability to quickly learn software tools, systems, and workflows.
Experience delivering live or virtual training and developing self-service resources like knowledge base articles and FAQs.
Customer-first mindset with empathy, active listening, and ownership.
Experience supporting SaaS or B2B software platforms is preferred.
Experience with Salesforce Service Cloud, Jira, HubSpot, or similar CRM platforms is advantageous.
Ability to pass a required background check.

Provide timely, accurate, and empathetic technical and product support through ticketing systems, help centers, CRM platforms, phone, and email.
Maintain strong subject-matter knowledge of products, services, software tools, workflows, and relevant industry standards through continuous learning.
Manage customer inquiries and support cases efficiently while maintaining high standards of quality, responsiveness, and customer satisfaction.
Troubleshoot customer issues, identify root causes, and provide practical solutions or guidance.
Collaborate with Customer Success, Product, Development, and other internal teams to resolve complex client needs and share insights that can improve products and services.
Track open issues through resolution and maintain clear, proactive communication with customers regarding progress and follow-up.
Create and maintain customer-facing resources, including knowledge base articles, FAQs, newsletters, documentation, and training materials.
Participate in testing new product features and releases, providing feedback based on customer needs and support experience.
Deliver live or virtual training and help customers make effective use of available products and resources.
Contribute to the continuous improvement of support processes, tools, documentation, and customer experience.

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