Job Description
We are seeking a SaaS Customer Support Specialist (Software as a Service) to join our team! SaaS Customer Support Specialists will provide customer service and technical problem resolution to end-users (clients) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, assisting with navigating around application menus. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
Specific functions and responsibilities include: • • Deliver Service and Support to Customers via Email and Phone but primarily Email. • • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; • • Troubleshoot, diagnose, and identify software issues by means of research, testing, and remote screen sharing • • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; • • Research required information using available resources; • • Identify and escalate priority issues per Client specifications; redirect problems to appropriate resource; • • Accurately process and record call transactions using a computer and designated tracking software; • • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business; • • Follow up and make scheduled call backs to customers where necessary; • • Stay current with system information, changes and updates
Skills Required: • · 2+ years’ experience in customer support field • · Knowledgeable in current computer technical standards • · Comprehensive knowledge of Microsoft Office products including excel • · Excellent verbal and written communication skills are required. Will be expected to effectively and professionally communicate and interact with client, staff, and management
Qualifications:
Compensation Range: The range reflected is a starting wage range.
Company Description
Benefits Included in the Role are based on full time employment as applicable by State and Federal Laws: • 401 K and Roth - employer match @ 6 – 100% vested at time of deposit • Medical - HMO& PPO programs - 100% paid by employer for you, your spouse and children • Life Insurance for employee – 100% paid by employer • Dental - Voluntary benefit • Vision - Voluntary benefit • Paid Time off, on an accrual basis • Paid Holidays • Paid Sick Leave • Corporate Wellness Program including weekly chair massage, in-office gym, in-office visits with a Doctor • Training & advancement opportunities • Company provided daily office snacks • Dog friendly office