SaaS Technical Support Engineer - Remote

Firstup; Northern (KY); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Remote work

Health benefits

PTO

Job summary

Firstup, the world’s first intelligent employee communications platform, is seeking a Technical Support Engineer to handle customer questions, incidents and bug/feature requests with the ability to manage priorities. You will become an expert in the product, proactively manage tickets, diagnose problems, and collaborate across departments to resolve issues.

A degree in IT and 3+ years of customer service are expected; familiarity with SaaS and CRMs is a plus.

Qualifications

• Bachelor’s degree in information technology or a related field.
• Three or more years of customer service experience.
• Strong problem-solving abilities and professional composure.
• Excellent written and verbal communication.
• Strong organizational and multi-tasking skills.
• Experience with databases/web tech/APIs is a plus.

Responsibilities

• Become an expert in the product.
• Proactively manage and respond to support tickets.
• Collaborate with other departments to resolve issues.
• Demonstrate experience in database/web tech areas (SQL, HTML/JS/CSS, XML).
• Teach solutions to customers.
• Meet SLA goals.
• Configure customer systems to meet requirements.
• Maintain accurate records in the case tracking system.
• Communicate clearly with customers.

Skills

Customer service

Problem-solving

Communication skills

Organizational skills

Multi-tasking

Team collaboration

Education

Bachelor's Degree in Information Technology or related field

Tools

Salesforce

Microsoft Dynamics CRM

APIs

SQL

HTML

JavaScript

CSS

XML

Job description

Firstup, the world’s first intelligent employee communications platform, is seeking a Technical Support Engineer to handle customer questions, incidents and bug/feature requests with the ability to manage priorities. You will become an expert in the product, proactively manage tickets, diagnose problems, and collaborate across departments to resolve issues.

A degree in IT and 3+ years of customer service are expected; familiarity with SaaS and CRMs is a plus.