SaaS Technical Support Specialist

Bloomberg; Virginia (MN); On-site; USD 63,000 - 97,000; Full time

Job summary

Bloomberg Industry Group is seeking a Technical Support Specialist I to provide first-line product support by independently managing customer inquiries, troubleshooting issues, and delivering timely resolutions. You will interact across channels (phone, email, live chat) and collaborate with Product, Engineering, and Customer Success to improve the customer experience.

A Bachelor's degree and 3–5 years of client or technical support are required, with SaaS/enterprise software experience

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3-5 years of client support or technical support experience.
• Excellent troubleshooting and analytical skills.
• Strong written and verbal communication skills.
• Experience supporting SaaS or enterprise software preferred.
• Ability to manage multiple priorities while delivering exceptional customer service.

Responsibilities

• Independently manage customer support requests from initial contact through resolution.
• Troubleshoot product functionality, workflow, and configuration issues across assigned Bloomberg Industry Group products.
• Deliver support through phone, email, live chat, and virtual meetings.
• Research, analyze, and resolve customer issues while meeting established service levels.
• Identify reproducible software defects and submit detailed documentation to Product and Engineering teams.
• Escalate complex product or technical issues requiring advanced expertise.
• Provide customers with product guidance, best practices, and feature recommendations.
• Collaborate with Product Management, Engineering, Customer Success, Professional Services, and Sales to resolve customer issues.
• Maintain accurate customer records and case documentation.
• Contribute to internal knowledge articles and support documentation.
• Participate in product launches, testing activities, and after-hours support when required.

Skills

Troubleshooting

Communication

Customer service

Multitasking

Analytical thinking

Education

Bachelor's degree or equivalent

Job description

Bloomberg Industry Group is seeking a Technical Support Specialist I to provide first-line product support by independently managing customer inquiries, troubleshooting issues, and delivering timely resolutions. You will interact across channels (phone, email, live chat) and collaborate with Product, Engineering, and Customer Success to improve the customer experience.

A Bachelor's degree and 3–5 years of client or technical support are required, with SaaS/enterprise software experience