Hybrid SaaS Support Specialist (Tier 1)

Ascent360; United States; Hybrid; USD 60.000 - 80.000; Vollzeit

Benefits dieser Stelle

Market-competitive pay

Bonusly recognition

401(k) plan

Unlimited PTO

Volunteer days

Healthcare benefits

Parental leave

Company outings

Zusammenfassung

Virtuous in Phoenix, AZ is seeking a Technical Support Specialist to join our Tier 1 team, delivering outstanding customer service for our B2B SaaS customers. You will handle email tickets and inbound calls, troubleshoot with speed, and gain product expertise across Virtuous offerings while maintaining accuracy and empathy.

You will collaborate with the Customer Success team to monitor health metrics, propose creative workarounds, and escalate bugs to Tier 2 when needed.

Qualifikationen

• 2+ years of B2B SaaS technical support experience.
• 2+ years experience supporting business customers in SaaS environments.
• Experience using CRM systems to track and manage customer interactions.
• Familiarity with ticketing systems such as Zendesk, Intercom, or Freshdesk.
• Strong analytical mindset and ability to troubleshoot and test use cases.
• Ability to manage workloads and prioritize tasks in a fast-paced setting.
• Excellent written and verbal communication skills.
• Highly organized with strong attention to detail.
• Desire for continuous personal and professional growth.
• Thrives in a flexible startup culture.

Aufgaben

• Respond to incoming support tickets via email or phone with high attention to detail.
• Maintain and improve ticket closure times, response times, and CSAT metrics.
• Propose creative solutions, including workarounds beyond initial design intent.
• Troubleshoot and resolve issues, seeking information and escalating when needed.
• Detect, analyze, and communicate bugs to Tier 2 with clear evidence.
• Keep customers updated on issue status and set expectations.
• Maintain a positive, empathetic, and professional attitude.

Kenntnisse

B2B SaaS support

CRM systems

Ticket system experience

Analytical mindset

Troubleshooting

Time management

Clear communication

Organizational skills

Growth mindset

Adaptable/startup

Tools

Zendesk

Intercom

Freshdesk

Jobbeschreibung

Virtuous in Phoenix, AZ is seeking a Technical Support Specialist to join our Tier 1 team, delivering outstanding customer service for our B2B SaaS customers. You will handle email tickets and inbound calls, troubleshoot with speed, and gain product expertise across Virtuous offerings while maintaining accuracy and empathy.

You will collaborate with the Customer Success team to monitor health metrics, propose creative workarounds, and escalate bugs to Tier 2 when needed.