Remote SaaS Support Specialist — Tier 1

Granum; Polska; Hybrid; PLN 217,000 - 277,000; Full time

Job summary

Granum is seeking a Customer Support Specialist (T1) for remote work across the US and Canada. The role focuses on diagnosing, troubleshooting, and resolving technical issues for a SaaS platform serving landscapers and arborists.

You will handle inquiries via phone, email, chat, and ticketing while contributing to KBs, procedures, and training materials to improve customer success. A strong problem-solving mindset and clear communication are essential.

Qualifications

• A bachelor’s degree or equivalent experience.
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product.
• Ability to apply sound judgment and product knowledge to deliver timely solutions.
• Fast learner with a track record of mastering new technical tools and systems.
• Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support).
• Previous experience in a high-volume support/customer service role.
• Analytical mindset with strong research and problem-solving skills.
• Applicable technical writing skills.
• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
• The ability to multitask and prioritize trouble tickets as they come in
• Clear and concise communication skills
• A strong growth mindset and a desire to learn

Responsibilities

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions
• Evaluate and escalate bugs to development as they come to your attention inside the product
• Provide feedback to develop support processes. Your input will ultimately add value for our customers
• Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
• Work cross-functionally with other members within the organization

Skills

SaaS troubleshooting

Bachelor's degree

B2B support

Communication

Problem solving

Multitasking

Cross-functional collaboration

Fast learner

Growth mindset

Analytical mindset

Technical writing

Education

Bachelor's degree or equivalent experience

Job description

Granum is seeking a Customer Support Specialist (T1) for remote work across the US and Canada. The role focuses on diagnosing, troubleshooting, and resolving technical issues for a SaaS platform serving landscapers and arborists.

You will handle inquiries via phone, email, chat, and ticketing while contributing to KBs, procedures, and training materials to improve customer success. A strong problem-solving mindset and clear communication are essential.