The Role
The Technical Support (SaaS) role involves handling Level 1 inbound calls, chats, and emails, troubleshooting customer issues, managing escalations, and improving service processes. The position requires effective communication, empathetic support, and familiarity with CRM and help desk software, primarily assisting customers with software-related inquiries and ensuring timely resolutions.
Summary Generated by Built In
What does a day in the life as a Technical Support (SaaS) look like?
- Maintaining an understanding of Products and services offerings.
- Handling of Level 1 Inbound Calls, Chat and Emails through the portal.
- Completing level 1 troubleshooting or tasks that may be requested by users or the sales team.
- Work directly with Tier 2 or Tier 3 support and development team when necessary for more complicated problem resolution.
- Process and manage escalations, with follow up for the customer at resolution.
- Resolving complaints and preventing additional issues by making recommendations for improving processes.
- Ability to navigate the App and Web Dashboard to speak to and assist customers with Basic Usage and Troubleshooting questions
- Understanding of CRM and Help Desk software and procedures Communicating with clients in a timely, efficient manner.
- Create articulate written exchanges (chat or email) that contain clear and concise instructions and answers for the end user.
What are the required qualifications for a Technical Support (SaaS)?
- At least 1 year of experience in a customer-facing support role with technical support experience or similar role for software or SaaS applications
- Demonstrate the ability to be composed and professional on the phone, through video calls and email.
- Empathy for a company and operators who are growing and changing processes
- Ability to collect, organize, and analyze large amounts of data.
- Ability to communicate effectively with all levels of skill and technology understanding.
- Adaptability and strong problem-solving skills. You understand how to deflect frustration and demonstrate professionalism.
- Excellent active listening skills.
- Exceptional verbal and written communication skills.
- Building relationships with clients based on trust and respect.
- Understands and familiar with Excel as well other Office and GSuite software
- Ability to adapt to ever changing workplace.
- Being flexible.
- Understanding Transportation and Logistics industry is a plus
The Company
What We Do
SupportNinja provides customer experience and back-office support services for tech companies and startups around the world.
Phone | Chat | Email | Lead Gen | Content Moderation | Tech Support | Much More
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