SaaS Product Support Specialist

Second Day; United States; Remote; USD 60.000 - 90.000; Vollzeit

Zusammenfassung

Second Day is seeking a Product Support Specialist to be the first line of contact for customers, triaging issues in Salesforce, Zendesk, and Intercom, and guiding users through product workflows. You’ll own intake, replicate issues, and escalate when needed to Engineering or cross-functional teams.

The ideal candidate is organized, detail-oriented, and curious about how things work, with excellent written and verbal communication and the ability to manage a varied ticket queue while upholding

Qualifikationen

• 2+ years in customer support, help desk, or product support, ideally SaaS.
• Strong written and verbal communication skills.
• Experience with Zendesk, Salesforce, Jira, Intercom, and/or Confluence.
• Curious, learning-minded approach to mastering new tools.
• Beginner-to-intermediate knowledge of BI reporting platforms.
• Beginner-to-intermediate knowledge of databases and SQL queries.

Aufgaben

• Take ownership of every new ticket by attempting to replicate the issue as your first step once a ticket is created.
• Assign severity and priority in line with the team's SLA matrix, and keep ticket status accurate and up to date.
• Work through problems step by step, investigating thoroughly to resolution or to a well-researched handoff before escalating to cross-functional technical teams (Engineering, DevOps).
• Send timely, substantive first responses to internal and external customers, logged on the ticket.
• Keep customers informed throughout the life of the ticket and meet KPI targets (Time to First Response, Time to Resolution).
• Contribute to the creation and maintenance of multi-media help center resources and the team knowledge base.
• Help users understand product functionality and workflows to resolve how-to issues and reduce repeat tickets.
• Escalate technically complex issues with clear documentation.

Kenntnisse

Customer support

Communication

Multi-system navigation

Curious learner

BI reporting

SQL queries

Ausbildung

Bachelor's degree

Tools

Zendesk

Salesforce

Jira

Intercom

Confluence

Jobbeschreibung

Second Day is seeking a Product Support Specialist to be the first line of contact for customers, triaging issues in Salesforce, Zendesk, and Intercom, and guiding users through product workflows. You’ll own intake, replicate issues, and escalate when needed to Engineering or cross-functional teams.

The ideal candidate is organized, detail-oriented, and curious about how things work, with excellent written and verbal communication and the ability to manage a varied ticket queue while upholding