Technical Support Specialist
New
J
JobgetherSaaS software
Remote within the United StatesFull-TimeEntry
SalaryHourly pay ranging from $25 to $26.50, depending on experience and qualifications. Annual performance bonus of 7.5%.
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Job Details
- Experience
- 0–2 years of experience in customer support, technical support, or another customer-facing position.
- Required Skills
- RESTful APIsSaaSTechnical supportCustomer support
Requirements
- Have 0–2 years of experience in customer support, technical support, or another customer-facing position.
- Demonstrate basic technical troubleshooting and problem-solving abilities, particularly with software applications.
- Follow established procedures and document information accurately.
- Manage multiple support requests simultaneously and prioritize tasks effectively.
- Learn new technologies, software platforms, and technical support processes quickly.
- Collaborate with colleagues and technical teams while taking ownership of customer issues through resolution.
- Previous experience in a SaaS or software technical support environment is preferred.
- Familiarity with ticketing platforms, customer support tools, and case management systems is preferred.
- Basic understanding of APIs, Single Sign-On (SSO), and Secure File Transfer Protocol (SFTP) is preferred.
Responsibilities
- Handle customer inquiries through ticketing systems, live chat, email, and phone.
- Diagnose and resolve basic to moderately complex software application issues using established procedures and support documentation.
- Manage inbound support calls, troubleshoot in real time, guide customers through solutions, and document interactions.
- Record customer interactions, troubleshooting steps, and resolutions in the ticketing system.
- Escalate issues requiring advanced assistance to Tier 2 support with complete documentation and context.
- Guide customers through software features and technical difficulties with clear, step-by-step instructions.
- Maintain current knowledge of software platforms, product features, system updates, and known technical issues.
- Coordinate issue resolution with internal teams and contribute to documentation, troubleshooting guides, and knowledge base articles.
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