https://onecontact.com.mk/job/detail/remote-saas-technical-support

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 5AM - 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! 

Shpallja ka skaduar