SaaS Customer Support & Success Associate

HTS Technologies; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

HTS Technologies is seeking a Customer Support Associate in Austin, TX. You will be the frontline ambassador, addressing client needs and ensuring a smooth experience with our software.

A proactive problem-solver with strong communication will thrive in this role, helping customers achieve success and advocating for product improvements. You will handle inquiries via phone, email, and live chat, guide users on features, troubleshoot issues, and collaborate with our technical team on escalations.

Qualifications

• Bachelor's degree or equivalent work experience.
• 1-2 years of customer support or service experience, preferably in a SaaS environment.
• Stellar communication skills, both verbal and written.
• Demonstrated ability to handle difficult customer situations with tact and professionalism.
• Familiarity with customer support software and ticketing systems.
• Prior knowledge of the promotional product industry.
• Experience with CRM platforms (e.g., Salesforce, HubSpot).
• Multilingual capabilities are a plus.

Responsibilities

• Respond to customer inquiries promptly through phone, email, and live chat.
• Provide guidance on software features, functionalities, and best practices.
• Troubleshoot any challenges faced by customers, ensuring timely resolutions.
• Collaborate closely with our technical team for escalated issues.
• Maintain a deep understanding of our products to offer optimized solutions.
• Document interactions and feedback for continuous product and service improvement.
• Participate in training sessions to stay updated on product enhancements.

Skills

Communication skills

Customer service mindset

Problem solving

Multilingual capabilities

Education

Bachelor's degree or equivalent

Tools

Salesforce

HubSpot

CRM software

Job description

HTS Technologies is seeking a Customer Support Associate in Austin, TX. You will be the frontline ambassador, addressing client needs and ensuring a smooth experience with our software.

A proactive problem-solver with strong communication will thrive in this role, helping customers achieve success and advocating for product improvements. You will handle inquiries via phone, email, and live chat, guide users on features, troubleshoot issues, and collaborate with our technical team on escalations.