Remote SaaS Support Specialist (L1) – Troubleshooting Expert

Aziro; United States; Remoto; USD 55.000 - 85.000; Tempo integral

Benefícios oferecidos por esta vaga

Remote work

Resumo da vaga

Aziro is seeking a Customer Support Specialist II for a home-based, remote role. You will handle a range of SaaS support issues, work with MaintainX-related platforms, and own cases from intake to resolution.

The position requires 3-5 years total experience and 2+ years in relevant roles, with strong communication and problem-solving skills. Shifts are rotational, EST hours for initial months, and burden shifts quarterly.

Qualificações

• Two or more years of experience in technical customer support, preferably supporting a B2B SaaS product.
• Experience independently owning customer cases from intake through resolution.
• Strong understanding of web and mobile applications, browsers, operating systems, account access, permissions, and basic networking concepts.
• Strong analytical and problem-solving skills, with a methodical approach to investigating issues.
• Excellent written and verbal communication, including the ability to explain technical concepts to non-technical customers.
• Experience using Zendesk, Intercom, or comparable support platforms.
• Ability to work independently while collaborating effectively with distributed teams.
• Commitment to continuous learning and support-process improvement.

Responsabilidades

• Manage a queue of customer conversations and tickets across different levels of urgency and complexity.
• Troubleshoot issues that require more investigation than standard first-line guidance.
• Reproduce customer problems and isolate potential causes across different devices and environments.
• Maintain clear and empathetic communication throughout the investigation.
• Keep customers informed when resolution requires additional time or another team’s involvement.
• Work with Level III specialists and internal teams on complex technical cases.
• Verify fixes or workarounds and confirm the customer’s outcome before closing a case.
• Document lessons learned and contribute to improvements in support procedures.
• Meet quality, productivity, service-level, documentation, and customer-experience expectations.

Conhecimentos

Technical support

B2B SaaS

Troubleshooting

Communication

Documentation

Case management

Collaboration

Ferramentas

Zendesk

Intercom

Descrição da vaga

Aziro is seeking a Customer Support Specialist II for a home-based, remote role. You will handle a range of SaaS support issues, work with MaintainX-related platforms, and own cases from intake to resolution.

The position requires 3-5 years total experience and 2+ years in relevant roles, with strong communication and problem-solving skills. Shifts are rotational, EST hours for initial months, and burden shifts quarterly.