Technical Support Representative I, SaaS
Posted 22 days ago
You'll complete your application on SupportNinja's career site.
About the Role
This organization delivers adaptable and efficient outsourcing services designed to help organizations grow and meet their primary objectives. By concentrating on technical assistance, data management, and customer satisfaction, the business utilizes artificial intelligence to streamline workflows for more than 200 clients. The firm emphasizes versatility and agility, providing customized support that fulfills specific client requirements while boosting productivity and scaling operations without necessitating a significant rise in staffing levels. Team members are encouraged to pursue professional growth within a culture that prioritizes ongoing advancement.
Requirements
- You should have a minimum of two years of relevant experience in technical support or customer service, preferably within the digital healthcare or SaaS sectors.
- You must be skilled in supporting mobile and web applications and demonstrate strong critical thinking and problem-solving abilities.
- You are expected to have superior verbal and written communication skills and a commitment to prioritizing the customer.
- You need experience using help desk or CRM systems like Freshdesk, Salesforce, or Zendesk, as well as experience handling subscription, billing, and account management tasks.
- You must be adept at using various software tools and show the organizational capability to handle competing tasks in a rapid work environment.
- You need to be available for a flexible schedule, including working during night shifts.
- You must have a functional personally-owned computer setup equipped with at least 16GB of RAM.
Responsibilities
- You will manage incoming customer queries via email and other communication platforms while meeting defined service level targets.
- You will resolve technical, billing, subscription, and account-related problems on both web and mobile interfaces by offering compassionate and precise advice.
- You will manage customer issues from the start until a final solution is reached, performing escalations if required.
- You will track support patterns to spot frequent user difficulties or workflow inefficiencies, reporting your findings to the engineering and product departments.
- You will help draft internal documentation, support new product rollouts, improve standard message templates, and take part in projects meant to enhance operational efficiency.
Benefits & Perks
- You will receive a competitive salary and all legally required benefits, along with a retirement plan that includes company contributions.
- Your package includes medical insurance starting on day one, life insurance coverage, vacation time, and time off for your birthday.
- Additional perks include incentive and bonus programs, professional development and skills training opportunities, and a reward program for referring new employees.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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