Customer Support Representative - Remote

Overview

As a Customer Support Representative for our SaaS application, you will begin as Tier 1 support, handling customer inquiries, troubleshooting issues, and ensuring timely resolutions. However, we are looking for someone with Tier 2 capabilities who can take on more complex technical challenges over time. Within six months, you will be expected to operate at a Tier 2 level, handling escalated issues independently, collaborating with internal teams on product improvements, and proactively identifying solutions to recurring problems.

In Short

• Provide Tier 1 customer support via phone and email, ensuring prompt responses and resolution.
• Meet first-response and resolution time SLAs.
• Independently troubleshoot advanced technical issues and reduce reliance on escalations.
• Support payment processing inquiries, including reconciliation, chargebacks, and point-of-sale terminal issues.
• Be part of the off-hours on-call rotation for evenings, weekends and holidays.
• Collaborate with Product Management, Engineering, and leadership to resolve complex technical issues.
• Document solutions for recurring issues and contribute to an internal knowledge base.
• Assist in user acceptance testing for application releases.
• Train and educate customers on best practices to increase feature adoption and reduce support dependency.
• Identify and suggest improvements for internal processes and product functionality based on customer feedback.
• Proactively diagnose system issues beyond standard troubleshooting, providing in-depth analysis and potential fixes.
• Act as a technical subject matter expert for internal teams and customers.

Requirements

• Bachelor’s degree in Information Systems, Business, or equivalent experience.
• 3+ years of experience in customer support, with demonstrated Tier 2 troubleshooting skills.
• Strong troubleshooting ability for SaaS applications, integrations, and payment processing systems.
• Excellent problem-solving skills and a proactive approach to resolving technical issues.
• Strong written and verbal communication skills.
• Ability to analyze system behavior and identify underlying technical issues.
• Experience documenting solutions, workflows, and best practices for internal and external use.
• Comfortable working across teams, including Product Management, Engineering, and leadership.
• Ability to manage multiple tasks, prioritize effectively, and work independently.
• Strong time and project management skills.
• Ability to remain calm under pressure and adapt to evolving customer needs.

Benefits

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401K option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave