Elite SaaS Support Technician (On-Call)

Crisis24; Annapolis (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

Crisis24 is seeking a Premier Support Technician to deliver exceptional technical support in a dynamic SaaS environment for premium-level clients. You will resolve complex issues, serve as primary escalation contact, and work with cross-functional teams to ensure client satisfaction.

The role emphasizes customer focus, strong technical aptitude, and ongoing improvement of support processes, with on-call responsibilities compensated accordingly.

Qualifications

• Minimum of 2 years in a technical support role, preferably SaaS.
• Strong technical aptitude and problem-solving skills.
• Excellent communication skills, both verbal and written.
• Ability to manage and prioritize multiple tasks efficiently.
• Customer-focused with a commitment to delivering exceptional service.
• Familiarity with support ticketing systems and CRM tools.

Responsibilities

• Provide top-tier technical support to premium-level clients, ensuring prompt and effective issue resolution.
• Serve as a primary point of contact for escalated technical inquiries and issues.
• Analyze and diagnose technical problems, offering solutions or workarounds to meet clients' needs.
• Collaborate with cross-functional teams to address and resolve complex technical challenges.
• Build and maintain strong relationships with premium-level clients.
• Understand clients' business objectives and tailor support services to meet their unique requirements.
• Ensure the delivery of high-quality technical support services, striving to exceed client expectations.
• Monitor and report on KPIs related to support services.
• Participate in initiatives to enhance support processes and efficiency.
• Provide valuable insights for improving product usability and client experience.
• Stay updated on product features, enhancements, and technical specifications.
• Contribute to the development of support documentation and training materials.
• Regularly report on support metrics, customer satisfaction, and team performance to company leadership.
• Design and implement training programs to enhance the technical and soft skills of the Premier Support team.
• Participate in an on-call rotation schedule, ensuring availability for urgent technical issues with compensation provided for on-call duties.

Skills

Technical support

Problem solving

Communication

Task prioritization

Customer service

CRM tools

MS Office

PowerPoint

MS Project

Call Center software

Tools

MS Office

PowerPoint

MS Project

Multi-line Call Center software

CRM software

Job description

Crisis24 is seeking a Premier Support Technician to deliver exceptional technical support in a dynamic SaaS environment for premium-level clients. You will resolve complex issues, serve as primary escalation contact, and work with cross-functional teams to ensure client satisfaction.

The role emphasizes customer focus, strong technical aptitude, and ongoing improvement of support processes, with on-call responsibilities compensated accordingly.