SaaS Technical Support Specialist Remote & Customer Success

HTS Technologies

Austin (TX)

On-site

USD 44,000 - 60,000

Full time

8 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

HTS Technologies in Austin, TX is seeking a Technical Support Associate to help customers maximize our software. If you enjoy solving problems and guiding users, this fast-paced role could be a great fit for you.

You will be the first line of support, onboarding clients, diagnosing basic issues, and escalating complex cases. Strong communication, SaaS familiarity, and comfort with Zendesk or Jira are preferred.

Qualifications

Degree in IT, Computer Science, or related field.
1–2 years in a technical support role, preferably SaaS.
Strong problem-solving and communication skills.
Familiarity with remote troubleshooting techniques and tools.
Ability to diagnose and resolve basic technical issues.
Excellent verbal and written communication skills.
Knowledge of the promotional product industry.
Experience with help desk software (Zendesk, Jira).
Certification in relevant IT fields is a plus.

Responsibilities

Offer first-level contact and convey resolutions to customer issues.
Properly elevate unresolved queries to the next level of support.
Walk customers through problem-solving processes, either via chat, email, or phone.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Document technical knowledge in the form of notes and manuals.
Maintain relationships with clients to ensure continuous software satisfaction.
Stay updated on product features and provide feedback to our product and engineering teams.