https://onecontact.com.mk/job/detail/remote-saas-technical-support
Skills & Experience:
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
Working Hours
Standard 8 hour shift falls between 5 AM – 5 PM EST (US/Canada)
What We Can Offer
An Attractive Salary Package + Benefits
100% Remote Work – Work From Anywhere
Working with an International Team
Paid Education & Training
Opportunity To Learn & Develop New Skills
Apply Today & Join Our International Team Of IT Professionals!
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