Technical Support Specialist

Key Responsibilities

• Serve as the first point of contact for technical issues: answer customer inquiries via voice calls.
  
• Troubleshoot and resolve problems related to SaaS product use: configuration, integrations, performance, errors, etc.
  
• Guide customers in onboarding, setup, and best practices to maximize value from our product.
  
• Collect diagnostic data, replicate issues where possible, escalate when needed with clear reproduction steps.
  
• Maintain detailed, clear ticket records in our CRM/ticketing tool.
  
• Produce and maintain support documentation: knowledge base articles, FAQs, howto guides.
  
• Meet service level agreements (SLAs) in terms of response time, resolution time, firstcall resolution, etc.
  
• Collaborate with Product, Engineering, QA, and other teams to feed back customer insights, feature requests, and bug reports.
  
• Provide excellent customer experience: patient, empathetic, professional in all interactions.
  

Required Skills & Qualifications

• 3 years (or more, depending on level) in technical support / customer support for a cloud or SaaS product (or related software environment).

• Excellent Communication skills with US neutral accent

• Strong verbal and written communication skills in English: clarity, grammar, ability to simplify technical concepts for nontechnical users.
  
• Neutral American / USstandard accent, especially for verbal/voice interactions.
  
• Solid technical aptitude: familiarity with web technologies (HTTP, REST APIs), cloud/SaaS architectures, basic troubleshooting.
  
• Comfortable working in US time zones (which may mean night/late hours depending on your location).
  
• Experience using ticketing systems (e.g. Zendesk, Jira, Freshdesk, or similar) and CRM tools.
  
• Customerfirst mindset: empathy, patience, ability to stay calm under pressure.