Remote SaaS Support Specialist & Product Trainer

Remote Jobs; Columbus (OH); Remote; USD 52,000 - 55,000; Full time

Benefits offered by this job

Home office stipend

Flexible schedule

Casual dress code

Remote-first culture

Job summary

FMX is seeking a Customer Support Specialist to join our Customer Success team in Columbus, OH. You will manage inbound tickets, calls, and live chat, providing detailed product support and troubleshooting.

The role emphasizes rapid responses, maintaining high customer satisfaction, and collaborating with implementation and retention teams. You'll also lead trainings, document solutions, and help streamline workflows.

Qualifications

• 1–3 years of experience in Customer Support, SaaS, or a related role.
• Excellent written and verbal communication skills.
• Customer-centric mindset with ability to troubleshoot and resolve issues.
• Comfortable in a fast-paced, collaborative environment.

Responsibilities

• Manage a high volume of inbound support tickets, phone calls, and live chat messages.
• Answer product-related questions and inquiries in detail.
• Investigate, troubleshoot, document, and resolve technical issues.
• Adhere to customer support SLAs for response and resolution times.
• Coordinate and lead end-user training sessions.
• Support implementation and retention teams as needed.
• Develop internal and customer-facing documentation.
• Identify process improvements with the Customer Support team.

Job description

FMX is seeking a Customer Support Specialist to join our Customer Success team in Columbus, OH. You will manage inbound tickets, calls, and live chat, providing detailed product support and troubleshooting.

The role emphasizes rapid responses, maintaining high customer satisfaction, and collaborating with implementation and retention teams. You'll also lead trainings, document solutions, and help streamline workflows.