SaaS Support Specialist  

Our SaaS Support Specialist is a key person in our Customer Support Team. As an Expert, you'll deliver personalized experiences and solutions. You’ll be the champion who will provide world class customer service and support. We’ll rely on you to listen and use your knowledge, creativity, and passion to meet their needs — and remind them that behind our great products are amazing people.

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.

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

Essential Qualifications

• At least 3 years of experience as a SaaS Specialist 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