SaaS Support Analyst - Remote

Overview

The SaaS Support Analyst at Varicent plays a crucial role in ensuring customer satisfaction by providing expert assistance to users of our SaaS solutions, troubleshooting technical challenges, and collaborating with product and development teams.

In Short

• Provide technical product support for Varicent's SaaS platform.
• Investigate and troubleshoot customer-reported issues.
• Work closely with Engineering and Product teams.
• Guide users on best practices and configurations.
• Maintain high levels of customer satisfaction through effective communication.
• Collaborate across departments to enhance product offerings.
• Utilize ticketing systems and remote collaboration tools.
• Support external business users and admins.
• Work within Eastern Standard Time (EST) hours.
• Fully remote position.

Requirements

• 2+ years in technical support or product support, preferably in a SaaS company.
• Hands-on experience with SaaS platforms and troubleshooting.
• Familiarity with relational databases and SQL.
• Ability to explain technical concepts to non-technical users.
• Experience with ticketing systems like Salesforce or Zendesk.

Benefits

• Market leading compensation package.
• Wellness programs to support health and wellbeing.
• Remote work flexibility.
• Comprehensive employee insurance coverage.
• Annual time off in accordance with legislative requirements.
• Continuous development opportunities.