Remote Technical Support Specialist - SaaS & Zendesk Expert

The Wrap; New York (NY); Hybrid; CAD 57,000 - 67,000; Full time

Job summary

Greenhouse is seeking a Technical Support Specialist to join our team in a customer-facing role. You will help users maximize the value of Greenhouse products and collaborate with Customer Success, Product, and Engineering to resolve issues and share knowledge.

The position requires working 9am–6pm PT, a strong emphasis on clear written and verbal communication, and the ability to handle live video support and multiple channels in a remote-first environment.

Qualifications

• 2+ years of customer-facing experience on email and live chat.
• Comfort providing live video support.
• Experience using Zendesk.
• SaaS product experience.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication; able to explain complex information clearly.

Responsibilities

• Serve as first point of contact for technical support via email and live chat.
• Diagnose and resolve issues in Greenhouse Suite and route feedback.
• Expand product knowledge through training and practice.
• Provide recommendations for product and process improvements.
• Handle additional projects as business needs require.

Skills

Customer-facing experience

Live video support

SaaS experience

Problem solving

Communication skills

Continuous learning

Tools

Zendesk

Job description

Greenhouse is seeking a Technical Support Specialist to join our team in a customer-facing role. You will help users maximize the value of Greenhouse products and collaborate with Customer Success, Product, and Engineering to resolve issues and share knowledge.

The position requires working 9am–6pm PT, a strong emphasis on clear written and verbal communication, and the ability to handle live video support and multiple channels in a remote-first environment.