SaaS Customer Support & Success Specialist

REYNOLDS & REYNOLDS CO; Andover (MA); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with match

Professional development

Promotion from within

Paid vacation

Paid holidays

Referral bonuses

Job summary

Reynolds and Reynolds, in partnership with TSD Mobility Solutions, is seeking a Customer Service Specialist to support our SaaS platform. You will assist clients by troubleshooting navigation, software usage, and connectivity issues, via phone and email, while documenting interactions in our ticketing system.

The role offers in-office weekday hours with shift options and opportunities to mentor teammates, learn about products, and grow within the company.

Qualifications

• 1+ years of experience in customer service.
• Strong written and verbal communication skills.
• Experience troubleshooting and training customers on software products preferred.
• Bilingual in Spanish is a plus.

Responsibilities

• Offer excellent customer service for SaaS products via phone and email.
• Maintain and develop a knowledgebase of problems and solutions.
• Document customer interactions in the ticketing system with detail.
• Explain application functionality and assist customers to improve product knowledge.
• Troubleshoot issues and escalate to ensure timely resolution.

Skills

Customer service

Communication

Problem solving

Spanish language

Education

College degree or equivalent experience

Tools

MS Office

Job description

Reynolds and Reynolds, in partnership with TSD Mobility Solutions, is seeking a Customer Service Specialist to support our SaaS platform. You will assist clients by troubleshooting navigation, software usage, and connectivity issues, via phone and email, while documenting interactions in our ticketing system.

The role offers in-office weekday hours with shift options and opportunities to mentor teammates, learn about products, and grow within the company.