Technical Support Representative II, SaaS
Posted 3 hours ago
You'll apply on the company's website.
About the Role
We are looking for a Technical Support Representative II to operate as part of our distributed team. This role centers on delivering flexible and scalable outsourcing services that empower businesses to grow. You will assist with a variety of client products, maintain superior service standards, and oversee intricate technical projects in an agile setting. This position provides chances to engage with a wide array of clients while undergoing ongoing professional training to improve your proficiency in Cloud and SaaS-based support.
Requirements
- You need a minimum of two years of experience in a technical, client-facing support position, ideally in Cloud or SaaS applications.
- You should demonstrate exceptional critical thinking and problem-solving capabilities alongside superior written and verbal communication skills.
- You must be competent in navigating various software programs and IT diagnostic tools.
- Experience with Zendesk and US-based clients is preferred, while knowledge of SQL scripting and Intercom is considered an advantage.
- You are required to work a fixed shift from 8am to 5pm CT, Monday through Friday.
Responsibilities
- You will resolve advanced technical problems using platforms like DataHub, Edge, and Zendesk through chat, email, and telephone.
- You will oversee escalated issues from Tier 1 staff and provide high-level support for priority clients.
- You will log all communications in the CRM, build custom dashboards and reports, and work alongside engineering staff to deliver product insights.
- You will build an extensive understanding of client integrations and products, perform product training sessions and demos, and achieve designated performance metrics.
Benefits & Perks
- You will receive a competitive salary, government-required benefits, and a retirement savings plan that features employer matching.
- The compensation package includes life insurance, paid time off with birthday leave, and HMO enrollment starting on your first day.
- You will be eligible for incentive and bonus programs, a referral scheme, and persistent professional growth and training opportunities.
- We support a remote work environment, utilizing a Bring Your Own Device policy for Windows-based machines.
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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