Remote SaaS Technical Support Specialist

KaiCalls; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

KaiCalls is seeking a customer support professional to deliver fast, accurate help for technical SaaS customers from a remote US location. You will own email and scheduled troubleshooting, reproduce issues, and escalate with complete context to resolve customer impact.

You will also maintain customer-facing help content, surface churn risk, and work toward high-first-contact resolution within published coverage hours. Strong communication and 2+ years in SaaS support are essential.

Qualifications

• 2+ years in technical SaaS support.
• Excellent written and spoken communication.
• Ability to troubleshoot devices, browsers, integrations, and account configuration.
• Sound judgment with sensitive call and customer data.

Responsibilities

• Own email and scheduled troubleshooting support.
• Reproduce agent, routing, number, billing, and dashboard issues.
• Escalate with timestamps, identifiers, reproduction steps, attempted fixes, and customer impact.
• Maintain customer-facing help content and surface churn risk.

Skills

SaaS support experience

Communication skills

Troubleshooting devices & integrations

SQL familiarity

Job description

KaiCalls is seeking a customer support professional to deliver fast, accurate help for technical SaaS customers from a remote US location. You will own email and scheduled troubleshooting, reproduce issues, and escalate with complete context to resolve customer impact.

You will also maintain customer-facing help content, surface churn risk, and work toward high-first-contact resolution within published coverage hours. Strong communication and 2+ years in SaaS support are essential.