SaaS Tier 2 Support Specialist

Odaseva; New York (NY); Hybrid; USD 90,000 - 115,000; Full time

Job summary

Odaseva, a leader in enterprise data management and security, seeks a Tier 2 Support Specialist to join our Super Awesome Support team. You will handle inquiries, technical issues, and customer feedback to deliver a world-class experience.

You will collaborate across R&D, Product, and CSM, contributing to knowledge base updates and backup service optimization, in a hybrid, global environment with offices in Paris, San Francisco, Sydney, and London.

Qualifications

• 6+ years resolving technical issues for clients in a SaaS environment.
• Background in establishing and building lasting customer relationships.
• Ability to multitask between calls, emails and open cases to resolve issues.
• Full professional proficiency in English.

Responsibilities

• Respond to support tickets via phone, e-mail, and live chat.
• Handle escalated cases by working cross-functionally with R&D, Product, CSM.
• Provide regular updates to tickets and open issues.
• Communicate with Support tier 1 and 3 to troubleshoot and resolve issues.
• Work with Managed Backup Services to implement, monitor, optimise backup plans.
• Assist with QA regarding bugs and new features.

Skills

6+ years experience

Customer relationships

Multitasking

English proficiency

Salesforce certs

Tools

Salesforce

Job description

Odaseva, a leader in enterprise data management and security, seeks a Tier 2 Support Specialist to join our Super Awesome Support team. You will handle inquiries, technical issues, and customer feedback to deliver a world-class experience.

You will collaborate across R&D, Product, and CSM, contributing to knowledge base updates and backup service optimization, in a hybrid, global environment with offices in Paris, San Francisco, Sydney, and London.