Technical Support Representative – SaaS Industry

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming customer calls while delivering professional, prompt, and solution-focused assistance.

• Diagnose issues associated with platform functionality, account configuration, document uploads, permit submissions, and general software usage.

• Assist customers through platform features, workflows, and processes in a step-by-step manner.

• Perform platform demonstrations and guided walkthroughs.

• Investigate challenges, determine potential root causes, and identify the best course of action.

• Take ownership of customer issues from the initial contact until resolution, escalating complex cases when necessary.

• Follow up with customers to ensure solutions are effective.

• Acquire in-depth knowledge of the SaaS platform, including its features and construction permitting workflows.

• Adapt to new software tools, CRM systems, and web-based applications.

• Recognize patterns in recurring technical issues and relay findings to the relevant teams.

• Maintain precise CRM records of customer interactions, troubleshooting actions, and resolutions.

• Analyze customer issues and platform data with critical thinking and meticulous attention to detail.

• Identify recurring challenges, process inefficiencies, and opportunities for enhancing customer experience.

• Provide feedback and actionable insights to product and operations teams.

• Achieve targets related to call volume, resolution rates, customer satisfaction, and support quality.

⛳️ Requirements

• A minimum of 2 years of experience in customer service, technical support, or a comparable customer-facing role, ideally in a phone-based or call center setting.

• Full professional proficiency in English, both spoken and written.

• Experience in supporting customers with software platforms, SaaS products, CRM systems, or similar technology tools.

• Experience in conducting platform demonstrations, software walkthroughs, or feature explanations for customers is highly regarded.

• Strong analytical and problem-solving abilities, with a knack for investigating issues and determining their root causes.

• Exceptional attention to detail and the capability to manage information accurately.

• A technology-focused mindset, characterized by curiosity and a willingness to learn new tools, systems, and software.

• Proficiency in Microsoft Excel and confidence in working with spreadsheets.

• Strong communication skills with the capacity to clarify technical concepts in a straightforward, comprehensible manner.

• A proactive approach, sound judgment, and a strong sense of ownership in resolving customer issues.

• Prior experience with GoHighLevel, HubSpot, or comparable CRM platforms.

• Background in SaaS technical support, software troubleshooting, or application support.

• Experience in delivering live platform demonstrations, onboarding sessions, or customer training.

• Familiarity with ticketing systems, knowledge bases, and customer support tools.

• Experience in identifying recurring technical issues or contributing to process and operational enhancements.

• Ability to handle multiple browser-based applications while managing customer interactions.

• Reliable high-speed internet connection appropriate for full-time remote work and video calls.

• A dependable laptop capable of running several browser-based applications simultaneously; desktop computers are not permitted.

• A working webcam for meetings, training, and platform demonstrations.

• A quiet, professional, and distraction-free home workspace.

🏝️ Benefits

• Competitive full-time salary based on experience.

• Fully remote position with flexible scheduling options.

• Structured onboarding and continuous product and technical training.

• Supportive team culture that encourages ideas, initiative, and problem-solving.

• Opportunities to enhance technical support and SaaS platform expertise.

• Clear pathways for professional development within the company.