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SaaS Client Support Specialist

2 months ago

Chester, Virginia, United States neteffects Full time

Position: Client Application Support (SaaS)

Employment Type: W2 Candidates Only

Compensation: $35-40/hr. W2 with benefits

Work Environment: Fully Remote

  • Experience in customer service, particularly in SaaS support
  • Technical knowledge and aptitude are essential
  • Exceptional written communication skills are necessary, as most interactions are conducted via email

Overview:

The role of Client Application Support (SaaS) requires a professional who possesses both external and internal customer service experience, ideally complemented by a technical background. We prioritize customer service expertise, as the technical aspects can be learned with the right aptitude.

Key Responsibilities:

  • Support a diverse range of applications while maintaining a strong customer focus
  • Demonstrate sensitivity to clients' time zones and cultural differences
  • Engage with clients globally, often communicating in English, but occasionally in other languages
  • Manage client tickets from initiation to resolution, collaborating with other teams as necessary

Ideal Candidate:

The ideal candidate will have a proven track record of remote work, showcasing self-motivation and a proactive approach to problem-solving. Strong customer-facing skills are critical, as effective communication is paramount in this role.

Qualifications:

  • Experience with ServiceNow or similar ticketing systems
  • Familiarity with XML and/or insurance industry knowledge is advantageous
  • Ability to work with clients across various cultures and time zones
  • Bilingual capabilities are a plus, particularly in Japanese, French, or Spanish

Notes:

  • Excellent client communication skills are essential, with an emphasis on adaptability to different client needs
  • This position requires ownership of client tickets, ensuring thorough management until resolution
  • Experience in a software company in a similar role is highly desirable