Remote SaaS Support Specialist (Tier 1)

Granum; Atlanta (GA); A distancia; USD 55.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision benefits

HSA/FSA options

401(k) matching

Unlimited PTO

Winter holidays break

Descripción de la vacante

Granum is seeking a Customer Support Specialist (T1) to join a fast-growing, remote team. You will handle tier 1 inquiries via phone, email, chat, and our ticketing system, resolving issues, escalating bugs, and contributing to knowledge bases.

A bachelor’s degree or equivalent experience is required, with a proven ability to diagnose and resolve technical SaaS issues for B2B customers. You’ll work cross-functionally with colleagues, apply sound judgment, and deliver timely solutions.

Formación

• Bachelor's degree or equivalent experience.
• Proven ability to diagnose, troubleshoot, and resolve technical SaaS issues.
• Experience providing professional, responsive, and technical assistance to business stakeholders (B2B).
• Experience in a high-volume support role.
• Strong written and verbal communication skills.

Responsabilidades

• Field tier 1 customer inquiries via phone, email, chat, and ticketing system across products and services.
• Troubleshoot issues and implement attainable solutions.
• Escalate bugs to development when needed.
• Contribute to knowledge bases with technical writing and documentation.
• Provide empathetic and timely customer support across departments.
• Work cross-functionally within the organization.

Conocimientos

B2B support

Technical troubleshooting

Analytical mindset

Technical writing

Clear communication

Educación

Bachelor's degree or equivalent experience

Herramientas

Intercom

Descripción del empleo

Granum is seeking a Customer Support Specialist (T1) to join a fast-growing, remote team. You will handle tier 1 inquiries via phone, email, chat, and our ticketing system, resolving issues, escalating bugs, and contributing to knowledge bases.

A bachelor’s degree or equivalent experience is required, with a proven ability to diagnose and resolve technical SaaS issues for B2B customers. You’ll work cross-functionally with colleagues, apply sound judgment, and deliver timely solutions.