remote
Technical Support Specialist III - Relay
Software Engineer
Seeking a Technical Support Specialist III to provide expert assistance for a SaaS platform. This role involves troubleshooting, customer service, and ensuring client satisfaction with a focus on technical problem-solving.
About the role
Key Responsibilities
- Provide advanced technical support to customers via various channels (phone, email, chat).
- Troubleshoot and resolve complex technical issues related to the company's SaaS platform.
- Document support interactions, solutions, and product feedback in a ticketing system.
- Collaborate with engineering and product teams to identify and address recurring issues.
- Develop and maintain technical knowledge base articles and customer-facing documentation.
- Assist in training junior support staff and contribute to process improvements.
Requirements
- Proven experience in a technical support role, preferably with SaaS products.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Familiarity with CRM software and ticketing systems.
- Ability to work independently and as part of a team.
Skills
customer supportcommunicationproblem solving