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![ReadyCloud](https://media.trabajo.org/img/noimg.jpg)
SAAS Technical Support Guru
3 months ago
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.