SaaS Technical Support Specialist — Hybrid (Phoenix)

Socket.dev; Phoenix (AZ); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

401(k) with employer match

Unlimited PTO

Volunteer days

Company outings

Job summary

Virtuous is seeking a Technical Support Specialist in Phoenix, AZ, to join our Tier 1 team. You will handle email-based tickets and calls, troubleshoot issues, and provide proactive solutions while learning the Virtuous product portfolio.

You will collaborate with the Customer Success team, strive to meet support metrics, communicate clearly with customers, and adapt to a fast-paced startup environment. We prioritize applicants in Phoenix to support our hybrid model.

Qualifications

• 2+ years B2B SaaS technical support experience.
• Experience with CRM systems and ticketing platforms.
• Analytical mindset with troubleshooting/use case testing.
• Ability to adapt to changing priorities in a fast-paced startup.
• Excellent written and verbal communication.

Responsibilities

• Respond to incoming support tickets via email or phone using Zendesk.
• Achieve and maintain metrics such as ticket closures, response time, and CSAT.
• Detect, analyze, and communicate bugs to Tier 2 with evidence.
• Keep customers informed with status updates and set expectations.
• Collaborate with the Customer Success team to ensure positive customer health.

Skills

Analytical mindset

Strong communication

Organizational skills

Ability to manage workload

Customer-focused

Problem solving

Tools

Zendesk

Intercom

Freshdesk

CRM systems

Job description

Virtuous is seeking a Technical Support Specialist in Phoenix, AZ, to join our Tier 1 team. You will handle email-based tickets and calls, troubleshoot issues, and provide proactive solutions while learning the Virtuous product portfolio.

You will collaborate with the Customer Success team, strive to meet support metrics, communicate clearly with customers, and adapt to a fast-paced startup environment. We prioritize applicants in Phoenix to support our hybrid model.