SaaS Customer Support Specialist I — Fast, Friendly Help

Mpulse Mobile, Inc

Northern (KY)

Hybrid

USD 42,000 - 64,000

Full time

7 days ago

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Job summary

Mpulse Mobile, Inc. is seeking a Customer Support Specialist to be the first line of assistance for our SaaS customers.

You will handle inquiries across email, chat, phone, and our ticketing system, ensuring fast, friendly, and effective help while collaborating cross-functionally to improve the product and customer experience. You will troubleshoot minor issues, guide users on product usage, and manage tickets in Salesforce and JIRA, with on-call rotations and KPI focus to deliver top-tier

Qualifications

1-3 years of experience in customer support, preferably in a SaaS environment.
Strong technical troubleshooting skills and ability to learn new technologies quickly.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced, high-growth environment.
Experience with CRM and ticketing tools such as Salesforce.
Empathy, patience, and a genuine desire to help customers.
Strong problem-solving and critical thinking skills.

Responsibilities

Serve as the primary point of contact for customer inquiries via mPulse Customer Community, email, chat, phone, etc.
Troubleshoot and resolve minor technical issues related to the platform.
Provide guidance and education to customers on how to use the product effectively.
Manage customer tickets using Salesforce and JIRA.
Escalate complex issues to Engineering, Product, or higher-level support as needed.
Partner with internal teams to communicate customer feedback and identify opportunities for product and process improvements.
Maintain a deep understanding of the product and continuously stay updated on new features and enhancements.
Meet or exceed KPIs, such as first response time, turnaround time, and customer satisfaction (CSAT).
On call rotation requirements
Participate in proactive monitoring and take corrective actions as outlined in the SOP