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SAAS Technical Support Guru

3 months ago

Scottsdale, United States ReadyCloud Full time
Job DescriptionJob Description

We are building our Scottsdale Sales and Support team and we want you to be a part of it This is a Full-Time role at our Scottsdale location with some flexibility for remote work. We want your technical skills, and energy in a customer facing role for onboarding new accounts and troubleshooting existing ones.

In this role we are looking for a team member to troubleshoot technical issues, assist with customer inquiries, provide timely customer feedback, and support the roll-out of new applications.  You will be among the first to test new features and integrations, and provide feedback that helps shape new products.

The Job:

  • Onboard new accounts by assisting with set-up and initial walk-through/training.
  • Respond to customer inquiries via email and chat in a professional manner for timely and satisfactory resolutions.
  • Perform daily ticket hygiene; review ticket updates and follow through with relevant stakeholders.
  • Resolve customer issues and complaints diplomatically and effectively
  • Follow incident management protocols, escalate incidents and complex issues to the next support level, and ensure appropriate follow-ups are made with the Customer.
  • Accurately record all customer interactions in HubSpot to create a record of performance.
  • Maintain a thorough understanding and knowledge of the ReadyCloud platform and services. Upsells are rewarded
  • Meet or exceed performance goals and customer satisfaction targets.
  • Develop a thorough understanding of the products and range of use cases.
  • Provide input and ideas for process improvements.

The Skills You Need to Succeed:

  • 3+ yrs. experience in customer focused role - post-sales technical support.
  • Ease of Customer contact and ability to help them solve problems.
  • Experience with SaaS technology and knowledge of HTML, JS, CSS.
  • Experience configuring, updating and supporting software solutions in a multi-location environment.
  • Ability to work efficiently in a demanding, team-oriented environment. 
  • Strong technical understand of popular ecommerce platforms that include Shopify, BigCommerce, TikTok Shop, NetSuite, Amazon and others.
  • Self-motivated with the ability to dive-in, be effective and make a difference.
Company DescriptionWe’re a rapidly growing software company based in North Scottsdale, Arizona. ReadyCloud is a shipping, returns and growth marketing suite that has helped thousands of ecommerce companies succeed beyond the BUY button. You will be joining a sales, marketing, and social media team built on awesome company culture and a drive toward channels of success that continually expand. It's a comfortable, modern environment with casual dress (t-shirt, jeans, shorts...whatever) and a fully caffeinated kitchen.Company DescriptionWe’re a rapidly growing software company based in North Scottsdale, Arizona. ReadyCloud is a shipping, returns and growth marketing suite that has helped thousands of ecommerce companies succeed beyond the BUY button. You will be joining a sales, marketing, and social media team built on awesome company culture and a drive toward channels of success that continually expand. It's a comfortable, modern environment with casual dress (t-shirt, jeans, shorts...whatever) and a fully caffeinated kitchen.