SaaS Support Specialist - Troubleshooting & Billing Expert

7Seventy Recruiting; United States; On-site; USD 60,000 - 75,000; Full time

Job summary

7Seventy Recruiting is seeking a Customer Support Specialist in the United States to assist users of a cloud-based SaaS platform. You will handle inquiries via phone, live chat, and email, helping customers navigate features, resolve issues, and maximize value.

Collaborating with Product and Content teams, you will troubleshoot, document bugs, and contribute to improved knowledge resources and documentation for customers.

Qualifications

• 2-4 years in a customer-facing role.
• Experience with SaaS platforms and subscription management is a plus.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.

Responsibilities

• Provide direct customer support through phone, live chat, and email.
• Assist customers in understanding platform features and getting the most value from the software.
• Investigate inquiries and collaborate with Product and Content teams to find accurate solutions.
• Troubleshoot potential software issues and document suspected bugs for Engineering.
• Collect and share user feedback to inform product improvements and roadmap decisions.
• Maintain and improve internal support documentation and knowledge resources.
• Expand the external knowledge base to help customers find answers.

Skills

Proactive problem solving

Strong communication

Empathy

Attention to detail

Tools

Google Workspace

Slack

Billing tools

Job description

7Seventy Recruiting is seeking a Customer Support Specialist in the United States to assist users of a cloud-based SaaS platform. You will handle inquiries via phone, live chat, and email, helping customers navigate features, resolve issues, and maximize value.

Collaborating with Product and Content teams, you will troubleshoot, document bugs, and contribute to improved knowledge resources and documentation for customers.