Education SaaS Support Specialist

Jobtailor; Miami (FL); On-site; USD 42,000 - 65,000; Full time

Job summary

Digistorm is seeking a customer support specialist to assist schools using our SaaS products. You will handle tickets, chats, and calls with customers, applying technical know-how to diagnose and resolve issues while maintaining high satisfaction and adhering to SLA guidelines.

Responsibilities include troubleshooting, knowledge-base updates, and collaboration with Level 2 teams. Prior experience with remote work tools and a service mindset are essential.

Qualifications

• 0-2 years in customer support in the software industry; SaaS experience preferred.
• Direct experience in technical support troubleshooting or consulting with high customer satisfaction.
• Experience with remote work technologies, including meeting apps and screen sharing.
• Excellent written and verbal English communication.
• Ability to communicate technical details to varied audiences.
• Ability to prioritize tasks across multiple channels while remaining proactive under pressure.
• Strong organizational and time management skills.
• Self-motivated team player willing to learn.

Responsibilities

• Interact with customers via ticketing, chat, or phone.
• Deliver customer service using technical and subject matter expertise.
• Manage and prioritize multiple open cases.
• Ask targeted questions to understand and diagnose root problems.
• Analyze, replicate, research, and resolve technical problems and questions.
• Guide clients to the Support Hub or Digistorm University solutions when possible.
• Provide prompt and accurate responses within company SLA guidelines.
• Track cases through resolution.
• Collaborate with support specialists and Level 2 teams to escalate unresolved issues.
• Identify, update, and maintain knowledge bases.
• Identify and log system bugs for the product team.
• Develop knowledge of Digistorm's core products and their use by schools.
• Communicate and escalate technical issues with internal teams.

Skills

Tech Support Troubleshooting

Customer Service in SaaS

Knowledge of Digistorm Products

Excellent English Communication

Organizational & Time Management

Education

Relevant qualification or equivalent experience

Tools

Ticketing Systems

Chat Applications

Meeting Applications

Screen Sharing Tools

Job description

Digistorm is seeking a customer support specialist to assist schools using our SaaS products. You will handle tickets, chats, and calls with customers, applying technical know-how to diagnose and resolve issues while maintaining high satisfaction and adhering to SLA guidelines.

Responsibilities include troubleshooting, knowledge-base updates, and collaboration with Level 2 teams. Prior experience with remote work tools and a service mindset are essential.