Remote SaaS Technical Support Specialist | Platform Demos

Kraken.Com; Rosario; À distance; ARS 53 009 000 - 90 873 000; Plein temps

Avantages offerts par ce poste

Fully remote work

Flexible scheduling

Structured onboarding

Career growth

Résumé du poste

Kraken.Com is seeking a Technical Support Representative to join our remote team and assist US contractors with our SaaS platform. In this role, you will guide customers through platform navigation, troubleshoot issues, and deliver demonstrations to explain workflows.

You will work in a fast-growing company, provide high-quality help via phone and online tools, and contribute to ongoing product improvements while maintaining strong customer satisfaction.

Qualifications

• At least 2 years in customer service or technical support in a phone-based role.
• Full professional fluency in English (spoken and written).
• Experience supporting software platforms, SaaS, CRM systems, or tech tools.
• Experience conducting platform demos and feature explanations.
• Strong analytical and problem-solving skills with root-cause analysis.
• Excellent attention to detail and ability to handle information accurately.
• Tech-savvy mindset and willingness to learn new tools.
• Proficiency in Microsoft Excel.
• Strong communication and ability to explain technical concepts clearly.
• Proactive, ownership-driven attitude.

Responsabilités

• Handle inbound customer calls with professional, timely, and solution-oriented support.
• Troubleshoot platform functionality, account setup, document uploads, permit filings, and general software usage.
• Guide customers through platform features and workflows to help them resolve issues independently.
• Conduct platform demonstrations and walkthroughs to introduce customers to key features and explain how to use the system effectively.
• Investigate problems by analyzing available information, identifying potential root causes, and determining the best course of action.
• Take ownership of customer issues from initial contact through resolution, escalating more complex cases when necessary.
• Follow up with customers to confirm that solutions are working and ensure a positive support experience.

Connaissances

Customer service

Technical support

SaaS platforms

CRM systems

Platform demos

Analytical thinking

Excel

Communication

Ownership

Outils

GoHighLevel

HubSpot

Description du poste

Kraken.Com is seeking a Technical Support Representative to join our remote team and assist US contractors with our SaaS platform. In this role, you will guide customers through platform navigation, troubleshoot issues, and deliver demonstrations to explain workflows.

You will work in a fast-growing company, provide high-quality help via phone and online tools, and contribute to ongoing product improvements while maintaining strong customer satisfaction.