Remote SaaS Support Specialist | Proactive Technical Help

Cordance; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health Coverage

401K Plan

Flexible PTO

Remote Work Stipend

Generous Holidays

Job summary

Cordance is seeking a Customer Support Specialist to serve as the frontline between the company and its customers, delivering timely, accurate, and empathetic assistance. The role blends technical problem solving, client communication, and product expertise to maximize value for users.

The ideal candidate thrives in a fast-paced environment, is proactive, detail-oriented, and eager to learn. You will work with Success, Product, and Development teams to improve customer experience and company

Qualifications

• Minimum of 3 years of experience in a customer support, customer success, or technical support role.
• Experience managing multiple support cases or tickets simultaneously while maintaining quality.
• Background in training delivery (live or virtual) and developing self-service resources.
• Experience creating or updating knowledge base content, FAQs, or user documentation.

Responsibilities

• Provide technical and product support to clients through ticketing systems, Help Center, CRM, phone, and email.
• Maintain SME knowledge on company products and industry standards through ongoing learning.
• Address inquiries promptly and courteously to achieve high customer satisfaction.
• Collaborate with Customer Success, Product, and Development teams to address client needs and provide product feedback.
• Contribute to customer-facing resources such as knowledge bases, FAQs, and training documents.
• Assist in testing and providing feedback on new features and releases.
• Track and resolve open issues with clear communication and follow-up with clients.

Skills

Communication

Problem Solving

Teamwork

Detail Orientation

Time Management

Independent Work

Adaptability

Ownership

Empathy

Active Listening

Tools

Jira

Salesforce Service Cloud

HubSpot CRM

Job description

Cordance is seeking a Customer Support Specialist to serve as the frontline between the company and its customers, delivering timely, accurate, and empathetic assistance. The role blends technical problem solving, client communication, and product expertise to maximize value for users.

The ideal candidate thrives in a fast-paced environment, is proactive, detail-oriented, and eager to learn. You will work with Success, Product, and Development teams to improve customer experience and company