Customer Support Specialist II

Remote Jobs; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading remote-based company is seeking an experienced Customer Support Specialist to provide support on the mPulse platform. The role involves troubleshooting technical issues, educating customers, and managing support cases. Candidates should have 2-4 years in SaaS customer support and strong communication skills. This position offers remote work across U.S. time zones and opportunities for professional growth.

Qualifications

• 2-4 years of experience in a SaaS customer support or similar technical support role.
• Strong organizational and prioritization skills in a fast-paced environment.
• Analytical thinker with excellent problem-solving abilities.

Responsibilities

• Act as the primary contact for customer inquiries through various communication channels.
• Troubleshoot and resolve technical issues related to the mPulse platform.
• Provide education and guidance to customers on product features and functionality.

Skills

Technical troubleshooting skills (SQL, APIs, integrations, cloud systems)

Excellent written and verbal communication skills

Familiarity with remote work and communication tools (Slack, Zoom, Teams, Confluence)

Education

Bachelor's degree or equivalent work experience

Tools

Salesforce

Jira

Job description

Overview

Employer Industry: Software as a Service (SaaS)

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Work remotely while supporting customers across all U.S. time zones
• Supportive and collaborative work environment
• Chance to contribute to customer satisfaction and the overall success of the mPulse platform
• Competitive performance metrics with the potential to meet or exceed KPIs

Responsibilities

• Act as the primary contact for customer inquiries through various communication channels
• Troubleshoot and resolve technical issues related to the mPulse platform
• Provide education and guidance to customers on product features and functionality
• Manage customer support cases using Salesforce and Jira, ensuring accurate documentation
• Collaborate with internal teams to communicate customer feedback and recommend improvements

Requirements (Qualifications)

• 2-4 years of experience in a SaaS customer support or similar technical support role
• Bachelor's degree or equivalent work experience
• Strong technical troubleshooting skills (SQL, APIs, integrations, cloud systems)
• Excellent written and verbal communication skills
• Familiarity with remote work and communication tools (Slack, Zoom, Teams, Confluence)

Preferred Qualifications

• Experience supporting B2B software platforms
• Strong organizational and prioritization skills in a fast-paced environment
• Ability to demonstrate empathy, patience, and a customer-first mindset
• Analytical thinker with excellent problem-solving abilities
• Ability to work independently and collaboratively in a remote environment

#SaaS #CustomerSupport #RemoteWork #TechnicalSupport #CareerOpportunity

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