The world's most innovative tech products are scaling faster and more efficiently by outsourcing backstage operations to SaaS specialists. As such, we’re seeking tech-savvy support professionals with a wide range of experience in various aspects of SaaS support.

As a Technical Support Representative, you will play a pivotal role in helping our clients build world-class customer experience by providing support throughout the entire customer lifecycle — from on boarding and ongoing training to daily user support (via email and/or chat) and proactive outreach.

Key Responsibilities

  • Respond to user queries in a timely and accurate manner via email and chat
  • Proactively monitor user feedback and reach out to provide assistance
  • Identify bugs and other areas of opportunity for improving the product/platform by conducting UX testing on a regular basis
  • Update internal databases with information about technical issues and useful discussions with customers
  • Inform users about new features and functionalities
  • Follow up with user to ensure their technical issues and/or other concerns are addressed
  • Collate and analyze product feedback and share findings with relevant client stakeholders

Requirements and Qualifications

  • At least 3 years of experience as a Technical Support Representative for SaaS companies, or equivalent experience
  • Excellent written communication and problem-solving skills
  • Moderate proficiency in using various help desk softwares, such as Zendesk, Freshservice, Intercom, etc.
  • Moderate proficiency in using digital tools for project management and remote work collaboration such as Google Docs, Google Sheets, Slack, Skype, Microsoft Teams, Trello, Asana, Basecamp, Jira, etc.
  • Strong ability to multi-task and set priorities
  • Basic understanding of basic digital marketing concepts preferred
  • Conceptual understanding and/or basic technical proficiency in high-level programming languages (i.e. Java, C++, Python, HTML, CSS, PHP, Javascript, SQL, etc.) is a plus