SaaS Client Support Specialist

2 weeks 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.
  • 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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