SaaS Technical Support Specialist – Hybrid, Phoenix

Virtuous; Phoenix (AZ); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Bonus program (Bonusly)

401(k) with company match

Unlimited PTO

Volunteer days

Healthcare benefits (medical, dental,視

Parental leave

Team outings

Job summary

Virtuous is seeking a Technical Support Specialist in Phoenix, AZ for our hybrid work model. You will join a Tier 1 team handling email and phone tickets, leveraging Zendesk and CRM tools to diagnose and resolve issues with speed and care.

You will help drive metrics like ticket closures, response times, and CSAT while proposing practical workarounds and collaborating with Tier 2 when needed. A growth mindset and strong communication are essential in a fast-paced startup environment.

Qualifications

• 2+ years B2B SaaS Technical Support experience.
• Experience with CRM systems.
• Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc.
• Must have an analytical mindset and ability to troubleshoot/test use cases and issues in software.
• Ability to manage workload based on changing priorities.
• Clear and articulate communication skills.
• Phenomenal organizational skills.
• Desire for constant growth personally and professionally.
• The ability to thrive in a fast-paced, flexible start-up environment.
• Ability to take your work seriously without taking yourself too seriously.

Responsibilities

• Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail.
• Achieve and maintain key metrics such as ticket closures, response time, full resolution times, and CSAT.
• Innovation is key. Propose creative solutions to help customers accomplish tasks.
• Troubleshoot and resolve issues, offering inventive workarounds as needed.
• Detect, analyze, and communicate bugs to the Tier 2 support team with clear evidence.
• Keep customers informed about issue status with regular updates and clear expectations.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Collaborate with the Virtuous Customer Success team to maintain customer health.

Skills

B2B SaaS experience

Analytical mindset

Clear communication

Organizational skills

Growth mindset

Fast-paced environment adaptation

Customer empathy

Education

None

Tools

Zendesk

Intercom

Freshdesk

Job description

Virtuous is seeking a Technical Support Specialist in Phoenix, AZ for our hybrid work model. You will join a Tier 1 team handling email and phone tickets, leveraging Zendesk and CRM tools to diagnose and resolve issues with speed and care.

You will help drive metrics like ticket closures, response times, and CSAT while proposing practical workarounds and collaborating with Tier 2 when needed. A growth mindset and strong communication are essential in a fast-paced startup environment.