Hybrid SaaS Technical Support Specialist – Phoenix

Openkrill; United States; Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Market-competitive pay

Bonusly recognition

401(k) with 50% match up to 6%

Unlimited PTO

Volunteer days & company holidays

Health benefits (medical, dental, and视

Parental leave: 12 weeks primary, 4?wk

Job summary

Virtuous is seeking a Technical Support Specialist to join our Tier 1 team in a hybrid Phoenix environment. You will handle email and phone tickets via Zendesk, resolve issues with speed, and deepen knowledge across our product portfolio.

The role emphasizes strong communication, problem solving, and collaboration with the Customer Success group to ensure positive customer health. Prior 2+ years SaaS support and CRM familiarity required.

Qualifications

• 2+ years B2B SaaS Technical Support experience
• Experience with CRM systems
• Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc.
• Must have an analytical mindset and ability to troubleshoot/test use cases and issues in software.
• Ability to manage workload based on changing priorities.
• Clear and articulate communication skills.
• Phenomenal organizational skills.
• Desire for constant growth personally and professionally.
• The ability to thrive in a fast-paced, flexible start-up environment.
• Ability to take your work seriously without taking yourself too seriously.

Responsibilities

• Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail.
• Achieve and maintain key metrics such as ticket closures, response time, full resolution times, and CSAT.
• Innovation is key. It's necessary to propose creative solution(s)- i.e. using a feature maybe outside of its initial design intent if it helps get a customer closer to accomplishing a task.
• Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. Proactively seek out information, leverage problem-solving skills to identify and offer inventive workarounds in dynamic and challenging situations.
• Detect, analyze, and communicate bugs to the Tier 2 support team through thorough investigation and supporting evidence
• Keep customers informed about the status of their issues, providing regular updates and setting clear expectations.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Work closely with the rest of the Virtuous Customer Success team to ensure positive customer health and experience.
• Adapt to new challenges and responsibilities as they arise in a dynamic work environment.

Job description

Virtuous is seeking a Technical Support Specialist to join our Tier 1 team in a hybrid Phoenix environment. You will handle email and phone tickets via Zendesk, resolve issues with speed, and deepen knowledge across our product portfolio.

The role emphasizes strong communication, problem solving, and collaboration with the Customer Success group to ensure positive customer health. Prior 2+ years SaaS support and CRM familiarity required.