SaaS Customer Support Specialist

3 weeks ago


San Diego, United States CareerBuilder Full time

Job Description

Job Description

This is an in-office position** San Diego CA 92127

,
We are seeking a

SaaS Customer Support Specialist (Software as a Service)

to join our team SaaS Customer Support Specialists will provide customer service and technical problem resolution to end-users (clients) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, and assisting with navigating around application menus. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
**Full in depth training of the software and processes will be provided for this position**
This is customer service/success position

NOT

an IT/operations based position

Specific functions and responsibilities include:
Deliver Service and Support to Customers via Email and Phone but primarily Email.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
Troubleshoot, diagnose, and identify software issues by means of research, testing, and remote screen sharing
Gather customers information and determine the issue by evaluating and analyzing the symptoms;
Research required information using available resources;
Identify and escalate priority issues per Client specifications; redirect problems to appropriate resource follow up on open tickets, track progress in JIRA host client trainings and meetings
Stay current with system information, changes, and updates
This role uses JIRA daily as the ticketing and tracking system

Skills Required:
2+ years experience in the customer support field
Knowledgeable in current computer technical standards
Comprehensive knowledge of Microsoft Office products including excel
Excellent verbal and written communication skills are required. Will be expected to effectively and professionally communicate and interact with clients, staff, and management
Qualifications:
Previous experience in customer service, client relations, ticketing systems
Ability to build rapport with clients
Ability to prioritize and multitask
Positive and professional demeanor
Excellent written and verbal communication skills
Compensation Range: The range reflected is a starting wage range.

Benefits Package Summary
Benefits Included in the Role are based on full time employment as applicable by State and Federal Laws:
401 K and Roth - employer match @ 6 100% vested at time of deposit
Medical - HMO& PPO programs - 100% paid by employer for you, your spouse and children
Life Insurance for employee 100% paid by employer
Dental - Voluntary benefit
Vision - Voluntary benefit
Paid Time off , on an accrual basis
Paid Holidays
Paid Sick Leave
Corporate Wellness Program

including: weekly chair massage, in office gym, in office visits with a Doctor

Training & advancement opportunities
Company provided daily office snacks
Dog friendly office
Company Description Benefits Included in the Role are based on full time employment as applicable by State and Federal Laws:
401 K and Roth - employer match @ 6 100% vested at time of deposit
Medical - HMO& PPO programs - 100% paid by employer for you, your spouse and children
Life Insurance for employee 100% paid by employer
Dental - Voluntary benefit
Vision - Voluntary benefit
Paid Time off, on an accrual basis
Paid Holidays
Paid Sick Leave
Corporate Wellness Program including weekly chair massage, in-office gym
Training & advancement opportunities
Company provided daily office snacks
Dog-friendly office

Company Description

Benefits Included in the Role are based on full time employment as applicable by State and Federal Laws: 401 K and Roth - employer match @ 6 100% vested at time of deposit Medical - HMO& PPO programs - 100% paid by employer for you, your spouse and children Life Insurance for employee 100% paid by employer Dental - Voluntary benefit Vision - Voluntary benefit Paid Time off, on an accrual basis Paid Holidays Paid Sick Leave Corporate Wellness Program including weekly chair massage, in-office gym Training & advancement opportunities Company provided daily office snacks Dog-friendly office
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