Application Support I (SaaS)

What does a day in the life as an Application Support I (SaaS) look like?

• Provide first-line technical support to customers via various channels (phone, email, chat) regarding software, hardware, and network-related issues.
• Respond to customer inquiries promptly and professionally, ensuring excellent customer service and satisfaction.
• Diagnose and troubleshoot customer-reported problems, following established procedures and utilizing available resources and knowledge bases.
• Escalate complex or unresolved issues to the appropriate support teams while maintaining ownership and proper documentation of the case.
• Guide customers through step-by-step solutions, including providing clear instructions and explanations.
• Assist customers with installation, configuration, and setup of software applications, devices, and peripherals.
• Perform remote troubleshooting and technical assistance, leveraging remote support tools when necessary.
• Document and maintain accurate records of customer interactions, including details of inquiries, comments, actions taken, and resolutions achieved, within a ticketing or CRM system.
• Keep up to date with product knowledge, troubleshooting techniques, and known issues to provide accurate and effective support.
• Collaborate with cross-functional teams, including developers, QA, and product managers, to communicate customer feedback, identify patterns, and contribute to product improvements.

What are the required qualifications for an Application Support I (SaaS)?

• Minimum of 1 year working in a high leverage, customer facing support role or strategic account management role (ideally within the B2B, SaaS, and/or hospitality industry)
• Outstanding written and oral communication
• Highly-collaborative, positive, go-getter attitude
• Comfortable working in a fast-paced startup environment; ability to juggle multiple questions, requests, and bug reports at once, practicing excellent follow-through techniques
• Proven track record in building positive relationships with clients
• Strong analytical, critical thinking, and problem-solving abilities
• Technical aptitude and understanding of the hospitality software industry 

Having these qualifications are helpful, but not required

• Familiarity with Zendesk, Jira, Salesforce, or similar support platforms