SAAS Support Specialist - Remote

Overview

The SAAS Support Specialist will be responsible for providing exceptional customer support to e-commerce brands and marketers using an advanced AI-powered analytics platform.

In Short

• Respond to customer inquiries via live chat, email, phone, and support tickets.
• Troubleshoot technical issues and guide customers through solutions.
• Collaborate with engineering and product teams to report bugs and suggest improvements.
• Maintain accurate records of customer interactions using CRM tools.
• Provide product training and onboarding to new users.
• Develop and update knowledge base articles and FAQs.
• Monitor customer feedback to improve product satisfaction.
• Escalate complex issues to higher-level support teams.
• Meet and exceed established performance metrics.
• Participate in team meetings and training sessions.

Requirements

• Experience in customer support or related field.
• Strong technical troubleshooting skills.
• Familiarity with CRM tools.
• Excellent communication skills.
• Ability to work independently and manage time effectively.
• Experience in e-commerce or SaaS environments is a plus.

Benefits

• Flexible working hours.
• Work from anywhere in South America.
• Opportunity to work with a cutting-edge AI platform.
• Collaborative team environment.
• Professional development opportunities.