Remote Tier 1 SaaS Support Specialist

LMN; United States; Remote; USD 55,000 - 60,000; Full time

Benefits offered by this job

Unlimited Paid Time Off

Paid company holidays

Winter break (Dec 24–Jan 1)

401(k) matching (US)

RRSP matching (Canada)

Job summary

Granum is seeking a Customer Support Specialist (T1) to join our remote team serving customers across the US and Canada. You will handle tier 1 inquiries, troubleshoot issues, and contribute to knowledge bases while collaborating with cross-functional teams to deliver excellent service.

Ideal candidates have a bachelor’s degree or equivalent experience, proven SaaS troubleshooting ability, and strong communication skills for B2B support.

Qualifications

• Bachelor’s degree or equivalent experience.
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product.
• Ability to apply sound judgment and product knowledge to deliver timely solutions.
• Fast learner with a track record of mastering new technical tools and systems.
• Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support).

Responsibilities

• Field tier 1 customer inquiries via phone, email, chat, and ticketing system across products/services.
• Troubleshoot and resolve customer issues with attainable solutions.
• Elevate bugs to development when identified in the product.
• Contribute to knowledge bases with technical writing.
• Show empathy and own issues to provide thorough, timely resolutions.
• Collaborate cross-functionally within the organization.

Skills

Bachelor's degree or equivalent

SaaS troubleshooting

B2B support experience

Analytical problem-solving

Clear communication

Education

Bachelor's degree or equivalent

Job description

Granum is seeking a Customer Support Specialist (T1) to join our remote team serving customers across the US and Canada. You will handle tier 1 inquiries, troubleshoot issues, and contribute to knowledge bases while collaborating with cross-functional teams to deliver excellent service.

Ideal candidates have a bachelor’s degree or equivalent experience, proven SaaS troubleshooting ability, and strong communication skills for B2B support.