Description We are seeking an experienced
SaaS Support Specialist to join a fast-paced, 24/7 support environment providing external end-user support. This role is ideal for someone who thrives in complex troubleshooting scenarios and enjoys working directly with customers across multiple support channels.
This is not a Tier 1/help desk password reset role-this position focuses on deeper technical support, often involving longer, more complex interactions and advanced issue resolution.
Key Responsibilities:- Provide Tier 2/3 technical support to external customers via phone, chat, and ticketing systems
- Manage and resolve approximately 25-35 support tickets per week
- Handle complex troubleshooting cases, including calls that may exceed 30 minutes
- Utilize tools such as Zendesk and Genesys to manage customer interactions and track issues
- Perform incident management, escalation, and resolution of advanced product issues
- Maintain clear, accurate documentation and communication throughout the support lifecycle
- Multitask effectively across calls, chats, and emails in a high-volume environment
- Collaborate with internal teams and external stakeholders to resolve technical challenges
- Support SaaS-based applications, including integrations, data flows, and system connectivity
Required Qualifications:- 4+ years of experience in SaaS or technical support roles supporting external customers
- Proven experience handling complex troubleshooting beyond Tier 1 issues
- Strong incident management and escalation experience
- Demonstrated ability to work in a 24/7, high-volume support environment
- Excellent communication skills with a strong customer service mindset
- Ability to multitask across multiple support channels simultaneously
- Technically curious with a solid understanding of systems, applications, and integrations
- Experience working within structured support frameworks (e.g., ITIL principles)
Preferred Qualifications:- CompTIA Network+ (Net+), A+, or similar certifications
- ITIL certification or training
- Background in network or technical systems-related education
- Experience with IoT-style troubleshooting or highly integrated environments
Work Environment:- 24/7 support environment supporting external users
- Fast-paced, team-oriented setting with a focus on responsiveness and quality service
Requirements Minimum of 2 years of experience in SaaS or technical support roles, focusing on external customer assistance.
Proven ability to handle complex troubleshooting beyond Tier 1 support.
Strong skills in incident management and escalation processes.
Experience working in a high-volume, 24/7 support environment.
Excellent communication skills and a customer-focused mindset.
Ability to multitask effectively across various support channels.
Solid technical knowledge of systems, applications, and integrations.
Familiarity with tools such as Active Directory and Microsoft Windows 10, along with experience in SaaS environments.
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