Remote SaaS Tech Support Specialist
Encora Inc.
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Benefits offered by this job
Job summary
Encora Inc. is seeking a Technical Support Representative for a 100% remote role focused on serving customers in the U.S. SaaS platform expertise, platform navigation, and demonstrative sessions are key.
The role emphasizes ownership, analytical problem-solving, and clear communication with clients of varying technical levels. The ideal candidate has 2+ years in customer service or technical support, fluency in English, and comfort with CRM tools and software demonstrations.
Qualifications
- At least 2 years in customer service or technical support.
- Fluent in English (spoken and written).
- Experience with software platforms and SaaS products.
- Experience delivering platform demos or walkthroughs is valued.
- Strong analytical and problem-solving skills.
- Proactive with ownership and clear communication.
Responsibilities
- Handle inbound customer calls with professional, timely support.
- Troubleshoot issues related to platform functionality and account setup.
- Guide customers through platform features and workflows.
- Conduct platform demonstrations and walkthroughs for users.
- Investigate problems and determine root causes.
- Own customer issues from contact to resolution and escalate when needed.
- Follow up to ensure solutions work and customer satisfaction.
Skills
Tools
Job description
Encora Inc. is seeking a Technical Support Representative for a 100% remote role focused on serving customers in the U.S. SaaS platform expertise, platform navigation, and demonstrative sessions are key.
The role emphasizes ownership, analytical problem-solving, and clear communication with clients of varying technical levels. The ideal candidate has 2+ years in customer service or technical support, fluency in English, and comfort with CRM tools and software demonstrations.
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