SaaS Client Support Representative

2 weeks ago


San Diego, California, United States Global SaaS Provider Full time
Job Overview

This position focuses on customer service and success, rather than IT or operations.

**This is an in-office role** - Remote work options available after initial training.

We are looking for a SaaS Client Support Representative to become a vital part of our team. The role involves delivering exceptional customer service and resolving technical issues for end-users (clients) by diagnosing questions and guiding users through systematic solutions. Responsibilities include addressing username and password challenges and assisting clients in navigating application interfaces. Support will be rendered through clear and professional communication of technical solutions.

Comprehensive training on our software and processes will be provided.


Key Responsibilities:

  • Provide service and support to customers primarily via email.
  • Engage with clients to offer and process information in response to inquiries, concerns, and requests regarding products and services.
  • Diagnose and troubleshoot software issues through research, testing, and remote screen sharing.
  • Collect customer information and assess issues by evaluating and analyzing symptoms.
  • Utilize available resources to research necessary information.
  • Identify and escalate priority issues according to client specifications; redirect problems to the appropriate resources.
  • Monitor open tickets and track progress using a ticketing system.
  • Conduct client training sessions and meetings.
  • Stay updated with system information, changes, and updates.

This role utilizes a ticketing system daily for tracking purposes.


Required Skills:

  • Minimum of 2 years' experience in customer support.
  • Familiarity with current computer technical standards.
  • Proficient in Microsoft Office applications, particularly Excel.
  • Strong verbal and written communication skills are essential for effective interaction with clients, staff, and management.

Qualifications:

  • Prior experience in customer service, client relations, and ticketing systems.
  • Ability to build rapport with clients.
  • Strong prioritization and multitasking skills.
  • Positive and professional attitude.
  • Excellent written and verbal communication abilities.

Compensation: Salary range is based on experience.

Benefits Overview

Benefits are applicable for full-time employment as per State and Federal regulations:

  • 401 K and Roth plans with employer matching.
  • Medical insurance with HMO and PPO options fully covered for employees and their families.
  • Life insurance fully covered for employees.
  • Voluntary dental and vision benefits.
  • Accrued paid time off.
  • Paid holidays and sick leave.
  • Corporate wellness initiatives including in-office amenities.
  • Opportunities for training and career advancement.
  • Daily office snacks provided.
  • Pet-friendly workplace.


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