Customer Support Specialist
New
G
GranumSaaS
You may also work remotely across the US and CanadaFull-TimeEntry
Salary55,000 USD - 70,000 CAD per year
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Job Details
- Required Skills
- SaaSTroubleshootingTechnical support
Requirements
- Bachelor’s degree or equivalent experience
- Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product
- Ability to apply sound judgment and product knowledge to deliver timely solutions
- Fast learner with a track record of mastering new technical tools and systems
- Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support)
- Previous experience in a high-volume support/customer service role
- Analytical mindset with strong research and problem-solving skills
- Applicable technical writing skills
- Ability to multitask and prioritize trouble tickets
- Clear and concise communication skills
- Strong growth mindset and a desire to learn
Responsibilities
- Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
- Directly troubleshoot customer issues and resolve them by implementing attainable solutions
- Evaluate and escalate bugs to development as they come to your attention inside the product
- Provide feedback to develop support processes to add value for customers
- Apply technical writing skills in contributing to growing knowledge bases like FAQs, Help Center, and training materials
- Empathize with customers by taking ownership and ensuring issues are resolved in a thorough, thoughtful, and timely manner
- Work cross-functionally with other members within the organization
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