SaaS Technical Support Specialist I

Bloomberg BNA; Arlington (VA); On-site; USD 63,000 - 97,000; Full time

Job summary

Bloomberg Industry Group in Arlington, VA is seeking an experienced Customer Support professional to independently manage requests from initial contact through resolution. You will troubleshoot issues across Bloomberg Industry Group products and deliver support via phone, email, live chat, and virtual meetings.

Ideal candidates have a Bachelor's degree or equivalent, 3–5 years of client or technical support experience, strong troubleshooting and communication skills, and experience with SaaS or

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

Customer support

Troubleshooting

Communication skills

Education

Bachelor's degree or equivalent

Job description

Bloomberg Industry Group in Arlington, VA is seeking an experienced Customer Support professional to independently manage requests from initial contact through resolution. You will troubleshoot issues across Bloomberg Industry Group products and deliver support via phone, email, live chat, and virtual meetings.

Ideal candidates have a Bachelor's degree or equivalent, 3–5 years of client or technical support experience, strong troubleshooting and communication skills, and experience with SaaS or