Technical Customer Support Specialist

Jobtailor; Deutschland; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

Jobtailor in Germany is seeking an experienced SaaS customer support professional to join the team. You will respond to customer issues by phone, email, and ticketing, triage by urgency, and own Tier 1/2 resolutions when possible.

You will reproduce issues, document details for engineering, manage the Zendesk queue, and keep customers updated so nothing disappears into a black hole. Strong written and phone communication is essential; GoHighLevel, Zendesk, and ServiceTitan experience are a plus.

Qualifikationen

• 2+ years in SaaS customer support, product support, or technical support.
• Comfortable troubleshooting software, account setup, permissions, integrations, and basic configuration.
• Strong written and phone communication.

Aufgaben

• Respond to customer issues by phone, email, and ticketing system.
• Triage by urgency and impact, and by whether it's user error, setup, product behavior, or a true bug.
• Resolve Tier 1/2 issues directly when possible.
• Reproduce issues, gather details, and write clear escalation notes for engineering when needed.
• Own the support queue in Zendesk.
• Keep customers updated so nothing disappears into a black hole.
• Spot repeat issues and surface them to improve the product, onboarding, and help docs.
• Contribute to FAQs and short walkthroughs.

Kenntnisse

SaaS customer support

Troubleshooting

Written communication

Phone communication

Configuration basics

Tools

Zendesk

GoHighLevel

ServiceTitan

Jobbeschreibung

Responsibilities

• Respond to customer issues by phone, email, and ticketing system
• Triage by urgency and impact, and by whether it's user error, setup, product behavior, or a true bug
• Resolve Tier 1/2 issues directly when possible
• Reproduce issues, gather details, and write clean escalation notes for engineering when dev is needed
• Own the support queue in Zendesk
• Keep customers updated so nothing disappears into a black hole
• Spot repeat issues and surface them to improve the product, onboarding, and help docs
• Contribute to FAQs and short walkthroughs

Requirements

• 2+ years in SaaS customer support, product support, or technical support
• Comfortable troubleshooting software, account setup, permissions, integrations, and basic configuration. Technical enough to diagnose and document problems, but not expected to code
• Strong written and phone communication.
• Good to have: Trades, home services, or field-service software experience.
• GoHighLevel experience.
• Zendesk or similar ticketing systems experience.
• ServiceTitan experience.