Remote SaaS Support Specialist - Customer Success

granum; United States; Remote; USD 55,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

HSA/FSA options

Disability and life insurance

Job summary

Granum, a leading software company serving landscapers and arborists across North America, seeks a Customer Support Specialist (T1) to help customers remotely. You will field inquiries via phone, email, chat, and tickets, diagnose issues, and deliver timely solutions.

This role offers remote work across the US and Canada, with opportunities to contribute to knowledge bases and collaborate cross-functionally within the organization.

Qualifications

• A bachelor's degree or equivalent experience.
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product.
• Ability to apply sound judgment and product knowledge to deliver timely solutions.
• Fast learner with a track record of mastering new technical tools and systems.
• Analytical mindset with strong research and problem-solving skills.
• Clear and concise communication skills.
• Experience in a high-volume support/customer service role.

Responsibilities

• Field tier 1 customer inquiries by phone, email, chat, and ticketing system across products.
• Directly troubleshoot customer issues and resolve them with attainable solutions.
• Evaluate and elevate bugs to development as they arise.
• Contribute to knowledge bases (FAQs, Help Center, training materials).
• Provide empathetic, timely, and thorough customer support.
• Work cross-functionally with other team members.

Skills

Troubleshooting SaaS

B2B support

Communication

Analytical thinking

Multitasking

Education

Bachelor's degree or equivalent

Tools

Intercom

Job description

Granum, a leading software company serving landscapers and arborists across North America, seeks a Customer Support Specialist (T1) to help customers remotely. You will field inquiries via phone, email, chat, and tickets, diagnose issues, and deliver timely solutions.

This role offers remote work across the US and Canada, with opportunities to contribute to knowledge bases and collaborate cross-functionally within the organization.