SaaS Technical Support Specialist - Hybrid, CSAT Focus

Virtuous; United States; Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Market pay with Carta data

Bonusly recognition

401(k) match up to 6%

Unlimited PTO

Volunteer days and holidays

Employer healthcare benefits

Parental leave

Company outings

Job summary

Virtuous is seeking a Technical Support Specialist in a hybrid Phoenix, AZ role. You will join the Tier 1 team assisting customers via email and phone, resolving issues quickly while maintaining strong CSAT.

You’ll gain product expertise across Virtuous offerings and collaborate with the Customer Success team to ensure healthy customer relationships. Ideal candidates have 2+ years in B2B SaaS support, experience with Zendesk or similar ticketing systems, and a proactive problem-solving mindset.

Qualifications

• 2+ years of B2B SaaS technical support experience.
• Experience with CRM systems.
• Former use of a ticketing system such as Zendesk, Intercom or Freshdesk.
• Analytical mindset and ability to troubleshoot/use cases in software.
• Ability to manage workload with changing priorities.

Responsibilities

• Respond to support tickets via email or phone using Zendesk with attention to detail.
• Meet and maintain key metrics (ticket closures, response time, resolutions, CSAT).
• Propose creative solutions and workarounds to help customers achieve tasks.
• Troubleshoot and resolve complex issues; seek information and provide workarounds.
• Identify and report bugs to Tier 2 with evidence.
• Keep customers informed with status updates and clear expectations.
• Collaborate with the Customer Success team to maintain positive health and experience.
• Adapt to dynamic duties in a startup environment.

Skills

CRM systems

Analytical mindset

B2B SaaS experience

Clear communication

Time management

Organization

Growth mindset

Startup environment

Customer focus

Tools

Zendesk

Intercom

Freshdesk

Job description

Virtuous is seeking a Technical Support Specialist in a hybrid Phoenix, AZ role. You will join the Tier 1 team assisting customers via email and phone, resolving issues quickly while maintaining strong CSAT.

You’ll gain product expertise across Virtuous offerings and collaborate with the Customer Success team to ensure healthy customer relationships. Ideal candidates have 2+ years in B2B SaaS support, experience with Zendesk or similar ticketing systems, and a proactive problem-solving mindset.