SaaS Technical Support Specialist (Phoenix, Hybrid)

Phx Fwd; Phoenix, Northern (AZ, KY); Hybrid; USD 60,000 - 95,000; Full time

Benefits offered by this job

Market competitive pay

Bonus program

401(k) with company match

Unlimited PTO

Volunteer days & company holidays

Employer-contributed healthcare

Parental leave

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 help customers navigate our SaaS platform. This role emphasizes proactive problem solving, strong communication, and collaboration with the Customer Success and Tier 2 teams.

Hybrid work and growth opportunities are offered. Ideal candidates have 2+ years B2B SaaS support, CRM experience, and familiarity with Zendesk, Intercom, or

Qualifications

• 2+ years B2B SaaS Technical Support experience.
• Experience with CRM systems.
• Former use of a ticketing system such as Zendesk, Intercom, Freshdesk.
• 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 growth personally and professionally.
• The ability to thrive in a fast-paced startup environment.

Responsibilities

• Respond to incoming support tickets via email or phone with attention to detail.
• Achieve and maintain key metrics such as ticket closures and CSAT.
• Propose creative solutions and workarounds when needed.
• Troubleshoot and resolve issues, even in unfamiliar scenarios.

Skills

B2B SaaS

CRM experience

Ticketing systems

Analytical mindset

Multitasking

Clear communication

Organization

Tools

Zendesk

Intercom

Freshdesk

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 help customers navigate our SaaS platform. This role emphasizes proactive problem solving, strong communication, and collaboration with the Customer Success and Tier 2 teams.

Hybrid work and growth opportunities are offered. Ideal candidates have 2+ years B2B SaaS support, CRM experience, and familiarity with Zendesk, Intercom, or