HRIS SaaS Support Specialist — Remote & On-site

Arcoro; Phoenix (AZ); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Arcoro is recruiting a Software Support Specialist to provide frontline technical support for customers, resolve platform issues, and ensure a high-quality customer experience. This role requires coming to the Phoenix office on Tuesdays and Wednesdays, with on-site and remote opportunities.

You will respond to tickets, chat, email, and phone, troubleshoot issues, document resolutions, and collaborate with internal teams to drive customer success and product adoption.

Qualifications

• 1+ years of experience in customer support or SaaS support.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple requests in a fast-paced environment.
• Proficiency with Microsoft Office tools (Excel and Outlook).

Responsibilities

• Provide day-to-day support for customer HRIS platform usage.
• Respond to support requests via tickets, chat, email, and phone.
• Troubleshoot and resolve product or service issues in a timely manner.
• Identify root causes and deliver effective solutions.
• Follow escalation processes for complex or unresolved issues.
• Maintain strong customer relationships through responsive and professional support.
• Document issues, resolutions, and relevant details in support systems.
• Collaborate with internal teams to resolve customer concerns.
• Contribute to team goals and support continuous improvement efforts.

Skills

Customer support

SaaS support

Troubleshooting

Communication

Multi-tasking

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Zendesk

Salesforce

Excel

Outlook

Job description

Arcoro is recruiting a Software Support Specialist to provide frontline technical support for customers, resolve platform issues, and ensure a high-quality customer experience. This role requires coming to the Phoenix office on Tuesdays and Wednesdays, with on-site and remote opportunities.

You will respond to tickets, chat, email, and phone, troubleshoot issues, document resolutions, and collaborate with internal teams to drive customer success and product adoption.