On-Site It Application Support Specialist (Sql/Ssrs)

White Glove Hiring; Kuala Kapuas; Remote; IDR 72,000,000 - 120,000,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Paid time off

Professional development

Job summary

White Glove Hiring is seeking a Remote Customer Support Specialist for SaaS applications. You will provide essential technical assistance, guide users, and help them achieve business objectives from a home-based setup. You will work with a distributed team to resolve inquiries, document issues, and improve knowledge resources.

Strong communication and a customer-first mindset are essential. The role emphasizes remote collaboration, fast response times, and ongoing learning about our client’s

Qualifications

• Experience in customer support, technical support, or similar client-facing roles, preferably with SaaS products.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Familiarity with web-based applications and CRM/support ticketing systems.
• Ability to work independently in a remote setting.

Responsibilities

• Respond to customer inquiries regarding SaaS application functionality, usage, and troubleshooting via email, chat, and phone.
• Diagnose and resolve technical issues with clear, step-by-step guidance.
• Assist users with onboarding, configuration, and best practices for using the application.
• Document customer interactions, issues, and resolutions in the support system.
• Escalate complex issues to senior support or development teams with comprehensive details.
• Contribute to knowledge base by creating and updating FAQs and support articles.
• Gather feedback from customers to help improve the product and support processes.
• Maintain high standards of customer satisfaction and service quality.

Skills

Communication

Problem solving

SaaS knowledge

Remote work

Multitasking

Education

High school diploma or equivalent

Associates degree (plus)

Tools

Zendesk

Freshdesk

CRM systems

Job description

Remote Customer Support Specialist - SaaS Applications

Our client, a fast-growing provider of Software-as-a-Service (SaaS) solutions, is seeking a detail-oriented and customer-focused Remote Customer Support Specialist. This fully remote role involves providing essential technical assistance and user guidance for our client's innovative software applications. You will be instrumental in ensuring clients can effectively utilize our platform, resolve inquiries, and achieve their business objectives. This position requires strong communication skills, technical aptitude, and a genuine passion for helping users succeed. As part of a global, distributed team, you'll contribute to a positive customer experience from the comfort of your home, serving clients across various industries, including those in the Semarang area.

About the Role

Our client, a fast-growing provider of Software-as-a-Service (SaaS) solutions, is seeking a detail-oriented and customer-focused Remote Customer Support Specialist. This fully remote role involves providing essential technical assistance and user guidance for our client's innovative software applications. You will be instrumental in ensuring clients can effectively utilize our platform, resolve inquiries, and achieve their business objectives. This position requires strong communication skills, technical aptitude, and a genuine passion for helping users succeed. As part of a global, distributed team, you'll contribute to a positive customer experience from the comfort of your home, serving clients across various industries, including those in the Semarang area.

Key Responsibilities

• Respond to customer inquiries regarding SaaS application functionality, usage, and troubleshooting via email, chat, and phone.


• Diagnose and resolve technical issues, providing clear, step-by-step solutions.


• Assist users with onboarding, configuration, and best practices for using the application.


• Document customer interactions, issues, and resolutions accurately in the support system.


• Escalate complex or critical issues to senior support or development teams with comprehensive details.


• Contribute to the development of the knowledge base by creating and updating FAQs and support articles.


• Gather feedback from customers to help improve the product and support processes.


• Maintain a high standard of customer satisfaction and service quality.

Requirements

• Previous experience in customer support, technical support, or a similar client-facing role, preferably with SaaS products.


• Excellent verbal and written communication skills.


• Strong problem-solving and analytical abilities.


• Familiarity with web-based applications and CRM/support ticketing systems.


• Ability to work independently, manage workload effectively, and meet deadlines in a remote setting.


• High school diploma or equivalent required; Associate's or Bachelor's degree is a plus.


• Patience, empathy, and a customer-first attitude.


• Technical aptitude and a willingness to learn about new software solutions.

Benefits

This remote position offers a competitive salary, comprehensive health benefits, paid time off, and ample opportunities for professional development. Our client provides a supportive and collaborative work environment, even in a remote capacity, and equips employees with the necessary tools to succeed. Join a dynamic team that is revolutionizing the SaaS industry and enjoy the flexibility of a truly remote career. This is a great opportunity for individuals in or near Semarang looking for a flexible, rewarding role.