Remote SaaS Support Specialist I

Foreup; Northern (KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

foreUP provides the industry's best software for managing golf courses and serves top courses nationwide. We seek a Customer Support Specialist I to handle incoming inquiries and perform initial troubleshooting with first touch resolution in mind.

You will triage requests, document issues in the ticket system, maintain SLAs, and collaborate with sales, implementation, development, and technology teams to ensure clients receive responsive, effective support across all products.

Qualifications

• Passion for delivering exceptional service to clients across multiple channels (phone, email, chat).
• Technically curious about how software works and eager to learn new tools.
• Able to troubleshoot with customers and guide them to resolution (technical and non-technical).
• Able to multi-task in a fast-paced environment.
• College degree preferred or up to 1 year of relevant experience.
• SaaS customer service experience is a plus, but not required.

Responsibilities

• First point of contact for incoming Support & Services requests (phone, voicemail, email).
• Provide technical support for all products (Website, Reservations, CRM, Office, App, etc.).
• Triage critical needs and ensure prompt resolution, including transfers to other teams.
• Maintain excellent customer service through all channels and ticket management.
• Communicate ticket status and resolution to customers and stakeholders.
• Create documentation and knowledge base articles to improve service delivery.
• Own customer issues and escalate when necessary.
• Coordinate with Sales, Implementation, Development, and Technology to meet client needs.
• Adhere to SLAs for response times and customer satisfaction.

Skills

Multichannel support

Technical troubleshooting

Problem solving

Multi-tasking

Customer service experience

Education

College degree preferred

Tools

G-Suite

Microsoft Office

Help Scout

Salesforce

Service Cloud

Job description

foreUP provides the industry's best software for managing golf courses and serves top courses nationwide. We seek a Customer Support Specialist I to handle incoming inquiries and perform initial troubleshooting with first touch resolution in mind.

You will triage requests, document issues in the ticket system, maintain SLAs, and collaborate with sales, implementation, development, and technology teams to ensure clients receive responsive, effective support across all products.