SaaS Technical Support Specialist

Mi-Case

Indianapolis (IN)

On-site

USD 65,000 - 85,000

Full time

19 hours ago

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Job summary

Mi-Case is seeking a Technical Customer Support Specialist to deliver outstanding customer service and technical assistance for our cloud-based SaaS products. This role involves diagnosing and resolving issues, guiding customers to solutions, and collaborating with development, product, and QA teams to improve the user experience.

You will own tickets end-to-end, maintain internal documentation, track SLAs, and contribute to knowledge bases.

Qualifications

Bachelor’s degree in computer science, MIS or related field.
Minimum of 3 years of professional work experience in application support or ITSM.
Familiarity with ITIL/ITSM lifecycle and best practices.

Responsibilities

Provide timely, professional support via email, phone, chat or ticketing system to troubleshoot SaaS issues.
Diagnose, troubleshoot, and resolve software issues, escalating when necessary.
Own customer tickets from open to close and ensure resolution.
Develop deep knowledge of Mi-Case SaaS products and stay updated on releases.
Collaborate with development, product and QA teams to report bugs and feedback.
Create and maintain internal knowledge base and troubleshooting guides.
Track ticket metrics and ensure SLAs are met.