SaaS Support Specialist: Customer Success & Docs

Trinnex

Carmel (IN)

On-site

USD 78,000 - 129,000

Full time

14 days+

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Job summary

CDM Smith is seeking a technically savvy SaaS Technical Support Analyst to act as a trusted product expert, delivering responsive support, troubleshooting, and issue resolution for our customer base. You will collaborate with Product, Engineering, Sales, and Customer Success teams to improve adoption and retention.

Responsibilities include managing Zendesk tickets, contributing to knowledge base content, and supporting onboarding and workshops to drive customer success.

Qualifications

Bachelor's degree required.
2 years of related experience.
Experience with SaaS support and API logs is a plus.
Strong written and verbal communication skills.

Responsibilities

Serve as the primary point of contact for customer technical support requests via Zendesk.
Troubleshoot SaaS platform issues and deliver timely resolutions.
Monitor ticket queues and SLAs to ensure commitments are met.
Create knowledge base content and assist customer training initiatives.

Skills

B2B SaaS support

Zendesk

Azure DevOps

Communication

Issue analysis

Product demonstrations

Education

Bachelor's degree

Tools

Zendesk

Azure DevOps

Job description

Responsibilities include managing Zendesk tickets, contributing to knowledge base content, and supporting onboarding and workshops to drive customer success.

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