Technical Customer Support Representative

📋 Description

• Deliver technical support to customers through phone, email, and chat channels.

• Diagnose platform-related issues and document the solutions provided.

• Work in collaboration with cross-functional teams to ensure timely resolution of customer inquiries.

• Handle multiple support cases simultaneously while upholding service quality standards.

• Record customer interactions and troubleshooting processes in Zendesk.

• Refer complex issues to the relevant internal teams for further assistance.

• Embrace and implement coaching and feedback to meet performance objectives.

⛳️ Requirements

• An associate or bachelor’s degree, or a comparable combination of technical training and work experience.

• At least 2 years of experience in SaaS support or software application/installation support.

• Excellent verbal and written communication skills in English.

• Proven problem-solving and analytical skills.

• Capacity to work independently while also effectively contributing to a team environment.

• Strong organizational abilities and multitasking skills.

• A customer-centric approach with a keen attention to detail.

• Experience in supporting enterprise SaaS platforms.

• Familiarity with ticketing systems like Zendesk.

🏝️ Benefits

• Health, dental, vision, and life insurance coverage.

• AD&D, STD, and LTD coverage options.

• Supplemental coverage for accidents, hospital stays, and indemnity.

• Paid parental leave benefits.

• Pet insurance options available.

• Identity theft protection services.

• Flexible paid time off policy.

• 401(k) plan with company matching contributions.

• Opportunities for advancement and internal promotions.