SaaS Support & Solutions Specialist I

Bloomberg Industry Group; Arlington (VA); On-site; USD 65,000 - 95,000; Full time

Job summary

Bloomberg Industry Group is seeking a customer support professional to independently manage inquiries from initial contact through resolution. You will troubleshoot product functionality and configurations across our enterprise software, delivering support via phone, email, live chat, and virtual meetings.

The role requires a Bachelor's degree and 3–5 years of experience, plus strong troubleshooting and exceptional written and verbal communication.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3-5 years of client support or technical support experience.
• Excellent troubleshooting and analytical skills.
• Strong written and verbal communication skills.
• Experience supporting SaaS or enterprise software preferred.
• Ability to manage multiple priorities while delivering exceptional customer service.

Responsibilities

• Independently manage customer support requests from initial contact through resolution.
• Troubleshoot product functionality, workflow, and configuration issues across Bloomberg Industry Group products.
• Deliver support through phone, email, live chat, and virtual meetings.
• Research, analyze, and resolve customer issues while meeting established service levels.
• Identify reproducible software defects and submit detailed documentation to Product and Engineering teams.
• Escalate complex product or technical issues requiring advanced expertise.
• Provide customers with product guidance, best practices, and feature recommendations.
• Collaborate with Product Management, Engineering, Customer Success, Professional Services, and Sales to resolve customer issues.
• Maintain accurate customer records and case documentation.
• Contribute to internal knowledge articles and support documentation.
• Participate in product launches, testing activities, and after-hours support when required.

Skills

Troubleshooting

Analytical skills

Written communication

Verbal communication

Customer service

Education

Bachelor's degree

Tools

SaaS platforms

Job description

Bloomberg Industry Group is seeking a customer support professional to independently manage inquiries from initial contact through resolution. You will troubleshoot product functionality and configurations across our enterprise software, delivering support via phone, email, live chat, and virtual meetings.

The role requires a Bachelor's degree and 3–5 years of experience, plus strong troubleshooting and exceptional written and verbal communication.