SaaS Client Support Specialist
2 weeks ago
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.
- Excellent written communication skills are required, as most interactions occur via email.
Overview:
The role of Client Application Support (SaaS) is crucial for our operations. We seek an individual with a blend of external and internal customer service experience, ideally complemented by a technical background. While we prioritize customer service expertise, we believe that technical skills can be acquired with the right aptitude.
Key Responsibilities:
- Support a diverse range of applications, ensuring customer satisfaction across global clients.
- Demonstrate cultural sensitivity and adaptability to various time zones and communication styles.
- Manage customer inquiries and issues from initiation to resolution, collaborating with other teams as necessary.
- Utilize ServiceNow for ticket management, ensuring effective tracking and resolution of client issues.
Qualifications:
- Proven experience in customer service, particularly in a technical environment.
- Familiarity with XML and ServiceNow is advantageous.
- Ability to communicate effectively with clients from diverse backgrounds, including potential language translation needs.
- Strong problem-solving skills and a proactive approach to assisting clients.
Additional Notes:
- Client communication skills are paramount; the ability to adapt communication style based on client needs is essential.
- This position requires ownership of client tickets, ensuring a seamless experience from start to finish.
- Experience working with international clients and understanding their unique challenges is a significant advantage.
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