Remote SAAS Customer Support Associate

Datascan; Coppell, Northern (TX, KY); Hybrid; USD 38,000 - 48,000; Full time

Job summary

Datascan is seeking a Customer Service Associate for a fully remote role. You will handle inquiries, troubleshoot issues, and guide customers on product features, maintaining a friendly, professional demeanor.

As an entry-level position, you will grow with the team while meeting performance metrics and contributing to customer satisfaction. Some onsite meetings may be required at times, with advance notice.

Qualifications

• High school diploma or equivalent; certifications or technical degrees are a plus.
• Strong verbal and written communication to articulate technical concepts clearly.
• Problem-solving skills to diagnose and troubleshoot customer issues with guidance.
• Empathy, patience, and a customer-centric mindset in service interactions.
• Ability to multitask in a fast-paced environment and prioritize workload.
• Familiarity with SAAS products, cloud concepts, and basic tech terminology preferred.
• Experience with CRM systems and customer support tools is a plus.
• Availability for flexible hours, including evenings and weekends as needed.

Responsibilities

• Handle incoming customer inquiries via phone, email, and chat with prompt responses.
• Troubleshoot technical problems and guide customers through solutions.
• Explain product features with clear, step-by-step instructions.
• Document interactions in the CRM with accurate details and resolutions.
• Expand product knowledge to stay current on features and enhancements.
• Identify process improvements to boost customer satisfaction and efficiency.
• Meet or exceed performance metrics for response and resolution times.

Skills

Verbal and written communication

Problem solving

Empathy and patience

Fast-paced multitasking

CRM systems experience

SAAS basics

Education

High school diploma or equivalent

Technical certifications a plus

Tools

CRM software

Job description

Datascan is seeking a Customer Service Associate for a fully remote role. You will handle inquiries, troubleshoot issues, and guide customers on product features, maintaining a friendly, professional demeanor.

As an entry-level position, you will grow with the team while meeting performance metrics and contributing to customer satisfaction. Some onsite meetings may be required at times, with advance notice.