Remote SaaS Customer Support Specialist

Aiwyn; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Adventure travel stipend

Remote work culture

Flexible PTO

World-class health benefits

Stock options

401(k) matching

Job summary

Aiwyn, a fast-growing SaaS platform for modern accounting firms, is hiring for a Customer Support role. You’ll troubleshoot software issues, guide users, and escalate complex problems to engineering. You’ll work within a three-tier support structure alongside implementations, success, and developers.

Remote, work-from-anywhere culture with competitive benefits. You’ll help customers via tickets, chat and calls and contribute to training and knowledge base development while improving operational

Qualifications

• 1-2 years in technical or customer support, or completed a technical bootcamp or equivalent training.
• Strong problem-solving and proactive troubleshooting approach.
• Excellent written and verbal communication; able to explain technical concepts clearly.
• Able to adapt quickly and manage multiple tasks in a fast-paced environment.
• Experience with SQL and data-driven reasoning.
• Commitment to data integrity and well-documented records.

Responsibilities

• Provide expert technical support to customers via tickets, live chat, and phone.
• Setup, configure, and optimize the software for new and existing customers.
• Collaborate with development and product teams to report bugs and request features.
• Deliver training and guidance to customers on best practices.
• Manage and prioritize support requests ensuring timely resolutions.
• Contribute to support documentation, FAQs, and knowledge base articles.

Skills

Technical support

SQL

Problem-solving

Communication

Multi-tasking

Troubleshooting

Education

Bootcamp or equivalent training

Tools

Zendesk

JIRA

Job description

Aiwyn, a fast-growing SaaS platform for modern accounting firms, is hiring for a Customer Support role. You’ll troubleshoot software issues, guide users, and escalate complex problems to engineering. You’ll work within a three-tier support structure alongside implementations, success, and developers.

Remote, work-from-anywhere culture with competitive benefits. You’ll help customers via tickets, chat and calls and contribute to training and knowledge base development while improving operational