SaaS Software Support Specialist: Customer-Driven & Impactful

Inovaare Corporation; Austin (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

Inovaare Corporation seeks a Software Support Specialist to be a primary contact for customers and internal teams regarding SaaS issues. You will receive, triage, document, and coordinate resolutions for customer-reported problems with a focus on timely, effective service.

Ideal candidates have 2–4 years in software or SaaS support, strong communication, and collaboration skills, and the ability to manage multiple cases in a fast-paced environment within healthcare-focused compliance solutions.

Qualifications

• Bachelor’s degree in Business, IT, CS, Communications, Healthcare Administration, or related field.

Responsibilities

• Receive, review, triage incoming customer support cases related to the SaaS product.
• Assess each case to understand issue urgency and impact; assign priority and category.
• Gather relevant information from customers to ensure cases are complete and documented.
• Serve as a primary point of contact for customers throughout the case lifecycle.
• Communicate professionally with customers regarding status and next steps.
• Route and escalate cases to Product, Engineering, Implementation, or other teams.
• Track cases to ensure timely follow-up and resolution.
• Maintain accurate case documentation and resolution details.
• Identify recurring issues and communicate findings to stakeholders.
• Support efficient case resolution and a positive customer experience.

Skills

Communication skills

Time management

Interpersonal skills

Problem solving

Independent worker

Education

Bachelor’s degree in Business, IT, CS, Communications, Healthcare Administration, or related field

Tools

Zendesk

Salesforce Service Cloud

Jira Service Management

ServiceNow

Job description

Inovaare Corporation seeks a Software Support Specialist to be a primary contact for customers and internal teams regarding SaaS issues. You will receive, triage, document, and coordinate resolutions for customer-reported problems with a focus on timely, effective service.

Ideal candidates have 2–4 years in software or SaaS support, strong communication, and collaboration skills, and the ability to manage multiple cases in a fast-paced environment within healthcare-focused compliance solutions.