SaaS Support Specialist: Help Users Navigate Ticketing

Talentify; Michigan; Hybrid; USD 28,000 - 40,000; Full time

Benefits offered by this job

Health Insurance

401(k) matching

Profit Sharing and Stock Options

Personal Wellness

Experience Credit

Flexible Vacation Time

Sick Days

Job summary

Ludus, a SaaS company powering event ticketing and related services, seeks a Customer Support Specialist to be the first contact for customers across chat, email, and phone. You will guide users through our platform, resolve issues efficiently, and maintain high satisfaction in a hybrid Ada, MI role.

The role emphasizes quick learning of our software, superb communication, and teamwork within the Customer Success group. In-office presence is required 2 days weekly.

Qualifications

• 2+ years of customer service experience supporting SaaS products via chat, email, or phone.
• Familiarity with customer service software such as Intercom/Zendesk, and the ability to quickly learn new platforms.
• Experience using Apple/Mac products, Jira and Slack.

Responsibilities

• Respond promptly and professionally to customer inquiries via chat, email and phone.
• Troubleshoot and resolve customer issues, escalating when necessary.
• Provide accurate, up-to-date information on products and services.
• Stay current on product knowledge to increase autonomy and efficiency.
• Actively contribute to team goals and collaborative projects.

Skills

SaaS Expertise

Helping People

Communication Skills

Autonomous Decision Making

Self-Motivation

Prioritization & Task Management

Box Office Knowledge

Tools

Intercom

Zendesk

Jira

Slack

Apple/Mac

Job description

Ludus, a SaaS company powering event ticketing and related services, seeks a Customer Support Specialist to be the first contact for customers across chat, email, and phone. You will guide users through our platform, resolve issues efficiently, and maintain high satisfaction in a hybrid Ada, MI role.

The role emphasizes quick learning of our software, superb communication, and teamwork within the Customer Success group. In-office presence is required 2 days weekly.