Última atualização: 20 de Novembro de 2023

SaaS Technical Support

🌍 100% Remoto✈️ Vaga internacional💬 Inglês

Via Onecontact

Sobre

Roles & Responsibilities

  • You are empathetic client advocate who can diagnose and triage technical issues related to software, hardware, and integrations.
  • As a first point of contact you are responsible for initial intake of reported customer issues through the life cycle of resolution, including
    investigating, replicating, and diagnosing issues.
  • Partnering with Client Support Engineers, Client Success, and Engineering to ensure customer concerns are addressed is your passion.
  • Support customers and internal staff in all aspects through problem resolution, ensuring that the customer is informed and updated at all times.
  • Serve as the primary technical support for all of our customers, including multi-tier support and triage of customer issues associated with Transportation software, hardware and systems; provide top notch customer experience by providing timely and accurate information
  • Demonstrate an innate ability to get to the root cause of the reported problems and drive resolution through critical thinking, process execution and product knowledge
  • Develop and deliver support materials, documentation and training for new and existing products
  • Create, update and maintain ownership of cases, upholding SLAs ranging from low to critical priority
  • Handle and close client issues in a timely manner or escalate issues when needed.
  • Identify and resolve recurring or unique customer issues.
  • Write product knowledge base articles, service bulletins, white papers & procedures.
  • Work with the development team for issue resolution, test fixes to ensure that problems have been adequately resolved.
  • Provide rotational phone coverage 24/7/365 when assigned and provide support

Job Requirements

  • BA/BS in technical field appreciated but not required Knowledge
  • 3+ years’ experience working in a fast-paced, multi-tasking Customer Support/Success environment
  • 3+ years’ experience supporting a SaaS product
  • Experience with a ticketing system such as Salesforce Service Cloud or ZenDesk
  • Ability to diagnose intermediate to complex technical issues and next steps involving software applications and hardware components
  • Ability to efficiently identify urgent vs. non-urgent support requests and communicate status to necessary stakeholders
  • Critical thinker able to deduce and provide the necessary details and information to inform impactful decisions
  • Demonstrate sound interpersonal skills and a commitment to provide accurate information to customers
  • Excellent documentation skills and ability to recognize importance of detail and documentation
  • Exceptional understanding of customer service, technical issue resolution, and Support best practices
  • Ability to adapt to changing priorities, communicate openly, and manage time efficiently
  • Willingness to improvise and take ownership of responsibilities "outside of the job description”
  • Experience with incident management (e.g., outages) and customer communication

You Bring these Customer Experience Skills to the position

  • Are a team player who can also operate independently
  • Enjoy resolving complex technical puzzles and learning how things work
  • Have a knack for putting customers at ease

Outras Informações

Selecionamos as principais informações da posição. Para conferir o descritivo completo, clique em "acessar". 

Hey!

Cadastre-se na Remotar para ter acesso a todos os recursos da plataforma, inclusive inscrever-se em vagas exclusivas e selecionadas!