SaaS Technical Support Specialist for AI Tools

Boldr; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

Boldr is seeking a Technical Support Specialist to join our Gamma customer support team. You will respond to users via chat and email, diagnose issues with presentations, website building, and account management, and guide customers to maximize Gamma’s tools.

You'll maintain a professional, empathetic tone, log interactions, and help expand knowledge bases while escalating complex issues to Tier 2. The role emphasizes speed, accuracy, and customer satisfaction in a fast-paced SaaS environment.

Qualifications

• 2 years of SaaS customer or technical support experience.
• Familiarity with help desk or ticketing systems (Intercom experience a plus).
• Familiarity with website-building tools, content management systems, or presentation software.

Responsibilities

• Respond to customer inquiries via chat and email support channels using Intercom.
• Provide technical troubleshooting by diagnosing and resolving users issues related to presentations, website building, account management, and platform functionality.
• Guide users through Gamma’s features, including AI content generation, template customization, publishing, and collaboration tools.
• Provide accurate, timely solutions with a professional and empathetic tone.
• Log customer interactions, track recurring issues, and contribute to knowledge base improvements.
• Escalate complex technical issues to tier 2 support or development teams
• Educate users on platform capabilities and best practices for creating presentations and websites
• Maintain high standards of response time, accuracy, and customer satisfaction.

Skills

SaaS support experience

Intercom experience

Technical troubleshooting

Written communication

Time management

Collaboration

Tools

Intercom

CMS tools

Presentation software

Job description

Boldr is seeking a Technical Support Specialist to join our Gamma customer support team. You will respond to users via chat and email, diagnose issues with presentations, website building, and account management, and guide customers to maximize Gamma’s tools.

You'll maintain a professional, empathetic tone, log interactions, and help expand knowledge bases while escalating complex issues to Tier 2. The role emphasizes speed, accuracy, and customer satisfaction in a fast-paced SaaS environment.