Software Application Support (SaaS)
Description
What does a day in the life as a Software Application Support (SaaS) look like?
Provide exceptional technical support to customers via phone, email, and chat, ensuring thorough troubleshooting and understanding the complete context of each issue.Proactively call customers to resolve issues, adding urgency and a personal touch to the support experience, while fully grasping the who, what, when, where, and whys of their situations.Manage product-related questions, technical issues, and general inquiries such as billing and finance, directing them appropriately as needed.Troubleshoot and diagnose technical issues through research, testing, and remote screen sharing, thinking outside the box to find solutions.Communicate with customers to answer product questions and diagnose technical problems, practicing active listening to understand the desired outcomes and working towards achieving them.Collaborate with the Engineering team to troubleshoot bugs and escalate issues, being actionable and moving things forward with clarity on what needs to be done and when help is needed.Collect feedback from customers and share it with relevant departments to drive continuous improvement, ensuring clear communication about needs and solutions.Create and maintain customer resources, such as help articles and internal tools, to provide clear and accessible support.
What are the required qualifications for a Junior Software Application Support (SaaS)?
At least 2 years of experience in a customer-facing support role with technical support experience or similar role for software or SaaS applicationsSelf-starter and self-learner, continuously striving to improve oneself and processes.Prior technical support experience working directly with customers.Good written and verbal communication skills, with an emphasis on clarity and active listening.Experience with spreadsheet software.Tech-savvy, adaptable, and comfortable with frequent product updates.Superior customer service skills, being resourceful, compassionate, and solution-oriented, with a strong understanding of software and emerging technologies.Experience with billings is a plusMust be flexible and able to adapt to changes
Nice-to-have qualifications:
Familiarity Intercom, Jira, Salesforce, or similar support platforms
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