remote
Technical Support Specialist - Submittable
Software Engineer
Seeking a Technical Support Specialist to assist users with a SaaS platform, troubleshoot issues, and contribute to documentation. Requires strong problem-solving and communication skills.
About the role
Key Responsibilities
- Provide exceptional technical support to users via various channels (email, chat, phone).
- Troubleshoot and resolve complex technical issues related to the platform.
- Document solutions and create clear, concise technical documentation and FAQs.
- Collaborate with engineering and product teams to identify and address recurring issues.
- Maintain accurate records of customer interactions and resolutions in the CRM/ticketing system.
Requirements
- Proven experience in a technical support or customer service role, preferably with SaaS products.
- Strong troubleshooting and problem-solving abilities.
- Excellent written and verbal communication skills.
- Familiarity with ticketing systems and CRM software.
- Ability to understand and explain technical concepts to non-technical users.