Remote SaaS Support Specialist — HRIS & Customer Care

Arcoro; Phoenix (AZ); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Arcoro is seeking a Software Support Specialist to deliver front-line technical support for our HRIS SaaS platform. You’ll troubleshoot issues, guide customers to resolutions, and document findings to improve the product and processes.

The role requires in-person presence at the Phoenix office on Tuesdays and Wednesdays, with additional remote opportunities available. You’ll engage with customers, collaborate with cross-functional teams, and help drive customer success in a fast-paced SaaS

Qualifications

• Experience in customer support or SaaS support.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.

Responsibilities

• Provide day-to-day support for customer HRIS platform usage.
• Respond to support requests via tickets, chat, email, and phone.
• Troubleshoot and resolve product or service issues in a timely manner.
• Identify root causes and deliver effective solutions.
• Follow escalation processes for complex or unresolved issues.
• Maintain strong customer relationships through responsive and professional support.
• Document issues, resolutions, and relevant details in support systems.
• Apply a structured, logical approach to problem-solving.
• Collaborate with internal teams to resolve customer concerns.
• Contribute to team goals and support continuous improvement efforts.

Skills

Customer support

SaaS support

Technical service

Problem solving

Communication

Organizational skills

Process adherence

Education

High school diploma

Tools

Zendesk

Salesforce

Excel

Outlook

Job description

Arcoro is seeking a Software Support Specialist to deliver front-line technical support for our HRIS SaaS platform. You’ll troubleshoot issues, guide customers to resolutions, and document findings to improve the product and processes.

The role requires in-person presence at the Phoenix office on Tuesdays and Wednesdays, with additional remote opportunities available. You’ll engage with customers, collaborate with cross-functional teams, and help drive customer success in a fast-paced SaaS