Customer Success Specialist

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Role Summary:

The Technical Support Specialist provides expert assistance to users of our SaaS platform, ensuring timely resolution of technical issues, excellent customer experience, and ongoing product usability. This role involves troubleshooting complex application issues, documenting solutions, and working cross-functionally with engineering, product, and customer success teams.

Key Responsibilities:

• Provide second-level and third-level technical support for a SaaS application to global English-speaking customers, via email, chat, and ticketing systems.
• Manage a ticket queue according to department SLAs, ensuring timely and accurate responses and resolutions.
• Diagnose, troubleshoot, and resolve application issues related to configuration, integrations, APIs, performance, and user access.
• Escalate complex issues to development or product teams with detailed technical documentation.
• Collaborate with engineering, QA, and product teams to verify and track incident reports and resolve complex issues.
• Test, reproduce, and debug software errors; log detailed findings for internal use.
• Maintain accurate ticket records, knowledge base articles, and user documentation.
• Guide internal users and customers through step-by-step solutions and best practices, communicating effectively with both technical and non-technical users, ensuring clarity and professionalism.

Required Qualifications:

• 2+ years of experience in technical support, preferably for SaaS or cloud-based applications.
• Strong problem-solving and analytical skills.
• Excellent written and verbal English communication.
• Familiarity with APIs and browser developer tools
• Experience with CRM or ticketing tools (e.g., Freshdesk).

Preferred Qualifications:

• Understanding of SaaS architecture, cloud platforms (e.g., AWS, Azure), and web technologies.
• Basic knowledge of JSON, REST APIs, and integration flows.
• Experience supporting B2B enterprise clients is a plus.