Job Description

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...

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