Hybrid Technical Support Specialist — SaaS & Data

Profitero+; Boston (MA); Hybride; USD 40 000 - 57 000; Plein temps

Avantages offerts par ce poste

Paid Family Care

Adoption support

Pet adoption support

Wellness programs

Tuition assistance

Flexible Time Off

Matching gifts

Work Your World program

Résumé du poste

Profitero+ is seeking a Customer Support Associate in the Boston area to help support a growing client portfolio. You will handle general product questions, field technical inquiries, and resolve a range of platform-related issues with clear communication to clients.

The role emphasizes technical aptitude, data management, strong Excel skills, and the ability to interpret and resolve platform issues while delivering an excellent user experience.

Qualifications

• 1+ year of prior professional technical support, customer success, or data entry experience in SaaS/technical environments.
• Bachelor’s degree in computer science, data and analytics, information technology, or a related field preferred; experience may be substituted.
• Experience with ticketing systems such as Zendesk or Jira.
• Strong Excel and data management skills with ability to troubleshoot data accuracy problems.
• Strong troubleshooting skills for technical products and platforms.
• Experience working directly with external clients to identify, respond to, and resolve issues.

Responsabilités

• Monitor Zendesk queue and action tickets in a timely manner.
• Receive, synthesize, and resolve technical issues from clients including platform issues, bugs, and data concerns.
• Work with customers to understand complex issues and escalate as needed.
• Become an expert in Profitero data maintenance and platform processes to guide clients.
• Validate, categorize, and clean client data and map data points to client software/taxonomies.

Connaissances

Technical support

Data management

Excel

Customer communication

Formation

Bachelor's degree in CS/Analytics/IT

Outils

Zendesk

Jira

Description du poste

Profitero+ is seeking a Customer Support Associate in the Boston area to help support a growing client portfolio. You will handle general product questions, field technical inquiries, and resolve a range of platform-related issues with clear communication to clients.

The role emphasizes technical aptitude, data management, strong Excel skills, and the ability to interpret and resolve platform issues while delivering an excellent user experience.