Customer Support Specialist - SaaS - Remote

Overview

The Customer Support Specialist will serve as the primary point of contact for customer inquiries, providing troubleshooting and support for SaaS applications, and ensuring high levels of customer satisfaction.

In Short

• Serve as the point of contact for customer inquiries via various channels.
• Troubleshoot configuration and performance issues.
• Document detailed reproduction steps and resolutions in Salesforce.
• Collaborate with engineering and product teams to escalate complex issues.
• Own cases until resolution, ensuring timely updates.
• Contribute to the knowledge base with new solutions.
• Participate in swarm sessions for critical issues.
• Meet or exceed KPIs for response and resolution times.
• Provide feedback on product usability.
• Represent the voice of the customer.

Requirements

• 1–3 years in SaaS technical support or a related role.
• Familiarity with web technologies (HTML, XML, JavaScript, REST APIs).
• Experience with application configuration and user roles.
• Strong analytical and communication skills.
• Ability to manage multiple priorities.
• Experience with Salesforce Service Cloud or similar CRM.
• Demonstrated curiosity and accountability.

Benefits

• Annual base salary of $65,000-$70,000.
• Eligible for an annual bonus based on performance.
• Generous benefits package including medical, dental, and vision plans.
• Flexible time off policy.
• 401(k) retirement savings plan with company match.
• Health savings account with company contributions.
• Employee assistance programs and well-being benefits.