Remote SaaS Support Specialist (Freelance)

Social Discovery Ventures; Argentina; À distance; ARS 20 883 000 - 31 324 000; Temps partiel

Avantages offerts par ce poste

Remote work

Résumé du poste

Social Discovery Group (SDG) is seeking a freelance Support Agent to handle tickets via live chat and email from a remote location. You will manage backlog items, maintain first response times, and escalate when needed, ensuring high-quality customer care for SaaS products.

Candidates should have 2+ years in customer support, experience with live chat and email, and familiarity with tools like Freshdesk, Zendesk or Intercom.

Qualifications

• 2+ years in Customer Support / Customer Experience.
• Experience with live chat and email support.
• Experience handling high ticket volumes and backlogs.
• SaaS, tech, AI, app, or subscription product experience preferred.
• Experience with Freshdesk, Zendesk, Intercom, or similar.
• Strong written English.

Responsabilités

• Answer new support tickets across live chat and email.
• Work through backlog tickets, prioritizing oldest/urgent cases.
• Maintain a fast First Response Time (FRT).
• Troubleshoot and resolve customer issues.
• Escalate cases that require another team.
• Follow up on pending customer conversations.
• Keep tickets correctly tagged, assigned, and updated.
• Follow existing support processes, templates, and quality standards.

Connaissances

Customer support

Live chat

Email support

SaaS experience

Outils

Freshdesk

Zendesk

Intercom

Description du poste

Social Discovery Group (SDG) is seeking a freelance Support Agent to handle tickets via live chat and email from a remote location. You will manage backlog items, maintain first response times, and escalate when needed, ensuring high-quality customer care for SaaS products.

Candidates should have 2+ years in customer support, experience with live chat and email, and familiarity with tools like Freshdesk, Zendesk or Intercom.