Remote SaaS Technical Support Specialist

Placements24; United States; Remoto; USD 70.000 - 90.000; Tempo integral

Benefícios oferecidos por esta vaga

Competitive bonuses

Fully remote work

Health and wellness benefits

Professional development & conferences

Generous paid time off

Resumo da vaga

Placements24 is seeking a Technical Support Specialist to join a fully remote team. You will provide advanced technical assistance for a SaaS project management platform, troubleshoot complex issues, and guide customers through complex features, while coordinating with product and engineering teams.

The role emphasizes strong analytical skills, solid knowledge of web tech, APIs, and integrations, and a customer-centric, remote-friendly work approach.

Qualificações

• Strong understanding of web technologies, APIs and software integrations.
• Excellent problem-solving, analytical and diagnostic skills.
• Exceptional written and verbal communication in English.
• Experience with support ticketing systems (Zendesk/Intercom) and CRM software.
• Ability to work independently in a remote environment.

Responsabilidades

• Provide advanced technical support to customers via email, chat, and phone.
• Diagnose, troubleshoot, and resolve complex software and integration issues.
• Guide users through advanced product features and best practices.
• Document technical issues, resolutions, and customer feedback in the support system.
• Identify trends and escalate to engineering with detailed analysis.
• Develop and maintain technical documentation, knowledge base and FAQs.
• Collaborate with product managers to improve the product based on feedback.
• Conduct remote training sessions for customers on product usage and updates.
• Manage customer escalations to ensure prompt resolutions.
• Stay up-to-date with product updates and best practices in technical support.

Conhecimentos

Web technologies

APIs

Software integrations

Problem-solving

Analytical thinking

Diagnostic skills

Written & verbal English

Remote work discipline

Formação

Bachelor's degree in CS/IT or related field

Ferramentas

Zendesk

Intercom

Descrição da vaga

Placements24 is seeking a Technical Support Specialist to join a fully remote team. You will provide advanced technical assistance for a SaaS project management platform, troubleshoot complex issues, and guide customers through complex features, while coordinating with product and engineering teams.

The role emphasizes strong analytical skills, solid knowledge of web tech, APIs, and integrations, and a customer-centric, remote-friendly work approach.