Senior Technical Support Expert

Drive customer success as a key member of our team by delivering exceptional support and expertise.

The Senior Technical Support Representative plays a vital role in ensuring customers achieve success with our SaaS product. This involves providing responsive support, proactive solutions, and delivering a seamless client experience. The successful candidate will build strong relationships with customers, offer tailored guidance, and troubleshoot issues while continuously developing knowledge and skills to enhance the overall client journey.

• Customer Support: Respond promptly to customer inquiries, providing effective solutions, troubleshooting issues, and ensuring timely resolution of concerns.
• Customer Education: Offer ongoing training and guidance on product features, updates, and best practices to help customers maximize the value of the SaaS platform.
• Issue Escalation: Identify and escalate more complex issues to senior members of the customer success or technical teams, ensuring efficient and seamless problem resolution.
• Product Feedback: Gather and communicate customer feedback to the product development team to support continuous improvement and innovation.
• Skill Development for Improved Service: Regularly engage in professional development to enhance skills and understanding of the product.
• Documentation & Knowledge Sharing: Maintain detailed records of customer interactions, including inquiries, resolutions, and opportunities for future engagement.

This is an exciting opportunity for a motivated and detail-oriented individual who is passionate about delivering exceptional customer service and support. If you are looking for a challenging and rewarding role where you can make a real impact, we encourage you to apply.

Key Responsibilities:

• Proactively engage with customers to understand their needs and provide solutions.
• Work collaboratively with cross-functional teams to resolve complex issues and improve customer satisfaction.
• Develop and maintain comprehensive knowledge of the SaaS product and its features.
• Provide timely and effective responses to customer inquiries, resolving issues and escalating complex cases when necessary.
• Continuously develop and refine skills and knowledge to stay up-to-date with industry trends and product enhancements.

Requirements:

• Minimum 3 years of experience in a Customer Success, Support, or Account Management role within a SaaS environment.
• Experience in training, mentoring, or leading team members, including cross-functional or technical teams.
• Proven experience in a customer-facing role with strong ability to troubleshoot and resolve issues with a customer-focused approach.
• Exceptional written and verbal communication skills, with ability to simplify complex topics and adapt communication styles to diverse audiences.
• Experience working across teams, such as product development, sales, and technical support, to ensure seamless customer experiences.

What We Offer:

• Competitive rewards package, including above-market compensation, healthcare coverage, paid time-off, group life insurance, and performance bonuses.
• A collaborative spirit, contributing to a positive and engaging work environment through company-sponsored events and activities.
• Work-life harmony, enjoying the balance between work and life that suits you with flexible work arrangements.
• Career growth, taking advantage of opportunities for continuous learning and career advancement.
• Inclusive teamwork, being part of a team that celebrates diversity and fosters an inclusive culture.

Why Join Us?

We believe that our strength lies in our people's diversity and talent. Our commitment to inclusivity creates a workplace where everyone feels valued and empowered to contribute. If you share our passion for delivering exceptional customer service and support, we invite you to join our team and embark on a rewarding career journey.