Remote SaaS Technical Support Specialist | Customer Advocate

cordance; United States; Remote; USD 45,000 - 75,000; Full time

Benefits offered by this job

Health coverage

401K / RRSP with employer matching

Flexible PTO

Parental leave (12 weeks)

Remote work stipend

Job summary

Cordance is seeking a Remote Technical Support Specialist to bridge customers and our B2B SaaS platform. You’ll troubleshoot issues, guide users, and collaborate with Success, Product, and Engineering to improve the product experience.

In this role you’ll help with knowledge base content, FAQs, and training materials while delivering timely, clear support across ticketing, email, and phone. A customer-first mindset and strong communication are essential.

Qualifications

• 3+ years in customer support, success, or technical support.
• Strong communication, problem-solving, and interpersonal skills.
• Experience with SaaS or B2B platforms and solid product knowledge.
• Proficiency with support tools like Salesforce Service Cloud and Jira.
• Experience creating knowledge base content or user documentation.

Responsibilities

• Deliver technical and product support across ticketing systems, help centers, and CRM tools.
• Maintain subject-matter expertise on products and industry standards.
• Collaborate with Customer Success, Product, and Engineering to address customer needs.
• Contribute to knowledge base articles, FAQs, newsletters, and training materials.
• Participate in testing and feedback for new product features.
• Track and resolve open issues with transparent communication.

Skills

Customer support

SaaS experience

Communication

Problem-solving

Team collaboration

Tools

Salesforce Service Cloud

Jira

HubSpot CRM

Job description

Cordance is seeking a Remote Technical Support Specialist to bridge customers and our B2B SaaS platform. You’ll troubleshoot issues, guide users, and collaborate with Success, Product, and Engineering to improve the product experience.

In this role you’ll help with knowledge base content, FAQs, and training materials while delivering timely, clear support across ticketing, email, and phone. A customer-first mindset and strong communication are essential.