remote
Technical Support Analyst - Varicent
Software Engineer
Seeking a Technical Support Analyst to provide remote assistance to SaaS customers in Mexico. Responsibilities include troubleshooting, issue resolution, and ensuring customer satisfaction.
About the role
Key Responsibilities
- Provide technical support to customers via various channels (email, chat, phone).
- Troubleshoot and resolve software-related issues for SaaS products.
- Document customer interactions and technical solutions in a ticketing system.
- Escalate complex issues to appropriate internal teams.
- Assist with user training and provide product guidance.
- Contribute to the knowledge base with solutions and FAQs.
Requirements
- Proven experience in a technical support or customer service role.
- Familiarity with SaaS products and CRM systems.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Ability to work independently and manage time effectively.