Customer / Technical Support Specialist

About the Role

We are looking for a motivated and customer-focused professional with a strong background in SaaS to join our team as a Customer / Technical Support Specialist. The ideal candidate will have experience supporting the US market, handling technical troubleshooting, and assisting clients to maximize the value of our SaaS products.

Requirements

Key Responsibilities:

• Provide exceptional customer support for our SaaS products via calls, video conferences, and emails.
• Troubleshoot and resolve technical issues, including debugging and identifying root causes.
• Manage and prioritize customer tickets using tools like Zen desk, Jira, and ADO.
• Collaborate with internal teams to escalate and resolve complex technical problems.
• Assist with onboarding new clients and guide them through product features.
• Identify opportunities for upselling or cross-selling solutions to existing clients.
• Maintain accurate documentation and reports using Microsoft Office Suite.

Required Qualifications:

• 2+ years of experience in Customer Service, preferably supporting the US market.
• 1+ year of experience in Tech Support, including troubleshooting and debugging.
• Strong communication and presentation skills.
• Basic knowledge of SQL/NoSQL databases.
• Familiarity with ticketing systems such as Zen desk, Jira, and ADO.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Background in SaaS companies.