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
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Apply Today & Join Our International Team Of IT Professionals!