Technical Support Representative III – SaaS
Posted 1 month ago
You'll complete your application on SupportNinja's career site.
About the Role
We are seeking a Senior Technical Support Specialist to provide agile, premium outsourcing assistance to a variety of SaaS organizations. This position is designed for an experienced professional who excels in rapid work environments and is dedicated to superior customer satisfaction. Working in a remote capacity, you will join a growth-oriented team focused on improving operations for more than 200 businesses using cutting-edge, AI-integrated service methods.
Requirements
- You need a minimum of three years of experience in technical support, preferably within digital healthcare or SaaS industries.
- You must be skilled at resolving issues with web and mobile software and possess a solid grasp of billing and account administration.
- You should have strong verbal and written communication abilities and be capable of handling various software tools simultaneously.
- You are expected to have a track record of creating process documentation like Standard Operating Procedures and have a talent for interpreting data to spot patterns.
- You must be familiar with support tools or CRMs such as Salesforce or Zendesk and display effective time management while working remotely in a high-speed environment.
Responsibilities
- You will manage intricate client questions through multiple support avenues while ensuring compliance with service level agreements.
- Your daily tasks involve resolving technical glitches, billing questions, and membership issues for web and mobile software.
- You will take full ownership of client issues, overseeing them from the first report until final resolution, while tracking trends to pinpoint frequent obstacles.
- You will be tasked with developing and updating detailed Standard Operating Procedures and knowledge base resources to boost team productivity.
- You will provide vital feedback to internal departments, support the rollout of new products, and participate in ongoing optimization efforts to elevate the client journey.
Benefits & Perks
- You will receive a competitive salary package, government-required perks, and a retirement plan featuring employer contributions.
- Health insurance coverage is provided from your first day, along with life insurance, paid time off, and birthday leave.
- We offer opportunities for professional advancement through development training, as well as various bonus and incentive schemes.
- You will work remotely with flexible hours, including options for night shifts, and utilize your own device with a minimum requirement of 16GB RAM through our equipment arrangement.
- Our staff members are also eligible for an employee referral program.
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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