Technical Support (SaaS)

What does a day in the life as a Technical Support (SaaS) look like?

• Maintaining an understanding of Products and services offerings.
• Handling of Level 1 Inbound Calls, Chat and Emails through the portal.
• Completing level 1 troubleshooting or tasks that may be requested by users or the sales team.
• Work directly with Tier 2 or Tier 3 support and development team when necessary for more complicated problem resolution.
• Process and manage escalations, with follow up for the customer at resolution.
• Resolving complaints and preventing additional issues by making recommendations for improving processes. 
• Ability to navigate the App and Web Dashboard to speak to and assist customers with Basic Usage and Troubleshooting questions
• Understanding of CRM and Help Desk software and procedures Communicating with clients in a timely, efficient manner.
• Create articulate written exchanges (chat or email) that contain clear and concise instructions and answers for the end user.

What are the required qualifications for a Technical Support (SaaS)?

• At least 1 year of experience in a customer-facing support role with technical support experience or similar role for software or SaaS applications
• Demonstrate the ability to be composed and professional on the phone, through video calls and email. 
• Empathy for a company and operators who are growing and changing processes 
• Ability to collect, organize, and analyze large amounts of data. 
• Ability to communicate effectively with all levels of skill and technology understanding. 
• Adaptability and strong problem-solving skills. You understand how to deflect frustration and demonstrate professionalism. 
• Excellent active listening skills. 
• Exceptional verbal and written communication skills. 
• Building relationships with clients based on trust and respect. 
• Understands and familiar with Excel as well other Office and GSuite software 
• Ability to adapt to ever changing workplace. 
• Being flexible.
• Understanding Transportation and Logistics industry is a plus