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, and is NOT related to IT or operations.

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

We are looking for a SaaS Client Support Representative to provide exceptional customer service and resolve technical issues for our clients. The representative will assist users by diagnosing questions and guiding them through step-by-step solutions. Responsibilities include addressing username and password issues and helping clients navigate application features. Support will be delivered 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 deliver and process information in response to inquiries, concerns, and requests regarding products and services.
  • Troubleshoot and diagnose software issues through research, testing, and remote assistance.
  • Collect customer information and assess issues by evaluating symptoms.
  • Utilize available resources to research necessary information.
  • Identify and escalate priority issues according to client specifications; redirect problems to the appropriate resource.
  • Follow up on open tickets and track progress using the designated ticketing system.
  • Conduct client training sessions and meetings.
  • Stay updated with system information, changes, and updates.

This role involves daily use of a ticketing system for tracking purposes.


Required Skills:

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

Qualifications:

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

Compensation: The starting wage range is based on experience.

Benefits Overview

Benefits for this role are based on full-time employment as applicable by State and Federal Laws:

  • 401 K and Roth with employer match.
  • Medical insurance with HMO & PPO options, fully covered for employee and dependents.
  • Life insurance coverage for employees, fully paid by the employer.
  • Optional dental and vision benefits.
  • Accrued paid time off:
    • 12 days per year for the first two years.
    • 16 days per year from years three to four.
    • 20 days per year after five years.
  • Paid holidays and sick leave.
  • Corporate wellness initiatives, including weekly wellness activities.
  • Opportunities for training and career advancement.
  • Daily office snacks provided.
  • Pet-friendly workplace.

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