Product Support Specialist - Hybrid

Arcoro Holdings Corp; Phoenix (AZ); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

401(k) with Company match

Flexible Time Off and Company-paid holidays

Hybrid Work Schedules

Job summary

A leading SaaS provider for construction is seeking a Product Support Specialist in Phoenix, Arizona. The role involves providing advanced technical assistance, resolving escalated issues, and ensuring customer satisfaction. Ideal candidates should possess strong troubleshooting skills in SaaS environments and have at least 3 years of experience in B2B support. This position offers a collaborative culture, competitive compensation, and a hybrid work schedule, contributing to a transformative HR solution in the construction industry.

Qualifications

• 3+ years of experience supporting SaaS products.
• Strong customer service, communication, and interpersonal skills.
• Prior experience with ticketing systems and CRM platforms.

Responsibilities

• Diagnose and resolve escalated technical issues.
• Collaborate with Tier 1 support teams to provide guidance.
• Document solutions and contribute to the knowledge base.

Skills

Troubleshooting SaaS environments

Customer support

Communication skills

Interpersonal skills

Cloud-based applications

Education

High School Diploma

College Degree (Preferred)

Tools

Zendesk

Salesforce

Job description

Want to work with a solid company that’s transforming HR for the construction industry? Our team of dedicated professionals helps construction, contracting and field services companies hire, manage and grow their workforce with a market-leading SaaS solution. As a member of the A-Team, you’ll enjoy a top-notch employee experience where you can embrace your problem-solving skills and innovation, work with a team of great colleagues and see the impact of your contribution each day Our culture is collaborative, and we believe strongly in training, growth and internal advancement. We offer competitive compensation including comprehensive benefits and a generous time-off policy. We offer both on-site and remote opportunities.

At Arcoro, you will help create software products that are cutting edge, easy to use, and that make an appreciated and notable difference in our customer’s daily lives.

About the Job:

A Product Support Specialist provides advanced technical assistance to customers, handling escalated issues that require deeper troubleshooting and expertise. This role bridges the gap between frontline support and engineering teams, ensuring efficient resolution of complex problems while maintaining a high level of customer satisfaction.

What You Will Be Doing:

• Diagnose and resolve escalated technical issues related to SaaS applications.
• Collaborate withTier1 support teams to provide guidance and training.
• Work closely withproduct & developmentteams toidentifyand address recurring software bugs.
• Advise on system configurations, updates, and advanced troubleshooting.
• Document solutions and contribute to the knowledge base for future reference.
• Communicate effectively with customers, ensuringtimely resolution and follow-ups.
• Regularly monitor communication through all company channels (Zendesk, Outlook, Teams,etc).
• Othercustomercare-relatedsupportdutiesasassigned
• Strong technical troubleshooting skills in SaaS environments.
• Experience with cloud-based applications, APIs, and system integrations.
• Familiarity with ticketing systems and CRM platforms.
• Excellent problem-solving and communication abilities.
• Ability to work collaboratively with cross-functional teams.
• 3+ years of experience withsupporting SaaS product, B2B support; ideally with HCM or Payroll specific experience.
• Strongcustomerservice,communication,andinterpersonalskills.
• PriorexperiencewithZendesk,Salesforce,orequivalentSupportandCRMplatforms
• HighSchoolDiplomaorEquivalent,CollegeDegreePreferred

Perks and Benefits:

• 401(k) with Company match
• Flexible Time Off and Company-paid holidays
• Hybrid Work Schedules

About the Company

A rapidly growing SaaS company, Arcoro offers proven modular HR solutions for the construction and contracting industries. Our product suite and software platform provides end-to-end HR functionality to help drive business outcomes, enabling companies to better manage the entire employee lifecycle through improved candidate quality and flow, shortened time to hire, centralized learning and improved employee productivity. Our HR solutions integrate with top construction ERP systems further positioning Arcoro as a leader in proven modular HR solutions. With Arcoro’s flexible solutions, customers select the modules that meet their needs for talent acquisition, talent management, core HR, benefits administration, time and attendance tracking and more. Arcoro has over 7000 customers across North America.

Arcoro is a Fair and Equal Opportunity Employer

Arcoro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Arcoro is proud to be an Equal Opportunity Employer.