Job Description

We are seeking a highly motivated and customer-focused individual to join our team as a Technical Support Coordinator for our Software-as-a-Service (SaaS) platform. In this role, you will be the primary point of contact for our customers, providing exceptional support and assistance to ensure a positive experience with our SaaS products. You will handle inquiries, troubleshoot issues, and strive to exceed customer expectations through effective communication and problem-solving skills.

Responsibilities:

• Serve as the first point of contact for customers seeking assistance with our SaaS products via email, phone and screenshare.
• Respond promptly and professionally to customer inquiries, troubleshooting technical issues, and providing guidance on product features and functionalities.
• Diagnose and resolve customer problems efficiently, escalating issues as necessary to ensure timely resolution and customer satisfaction.
• Maintain a thorough understanding of our SaaS products and stay updated on new features, updates, and best practices to effectively assist customers.
• Document customer interactions, including inquiries, issues, and resolutions, accurately in our CRM system.
• Collaborate with cross-functional teams including product development, sales, and marketing to address customer needs and feedback.
• Identify opportunities to improve customer support processes and contribute to the development of support resources such as knowledge base articles and FAQs.
• Strive to achieve and maintain high levels of customer satisfaction and retention by delivering exceptional service and building strong relationships with customers.
• Other duties as assigned.

Requirements:

• Bachelor's degree or equivalent experience in related field.
• Proven experience in customer service or support roles, preferably in a SaaS or technology-related industry.
• Customer-centric mindset with a dedication to delivering outstanding service and support.
• Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner.
• Fluency in the English language
• Strong problem-solving skills and the ability to troubleshoot technical issues independently.
• Empathy and patience when dealing with customers, with a genuine desire to help and resolve their problems.
• Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.
• Proficiency in using CRM software and other support tools is preferred.
• Proficiency in Microsoft applications and tools.

Additional Information:This role is contingent upon passing a background check and reference review.The Technical Support Coordinator position offers an exciting opportunity to be part of a dynamic team and make a meaningful impact on our customers' experience with our SaaS products. If you are passionate about providing exceptional customer service and thrive in a collaborative environment, we encourage you to apply.

Similar Jobs

PoliteMail Software

Technical Support - Contract Role

• Greenland
• Remote
• 21 days ago