Support Specialist

Jobtailor; Tempe (AZ); On-site; USD 28,000 - 39,000; Full time

Job summary

Jobtailor in Tempe, AZ is seeking a hands-on Technical Support specialist to serve as the primary contact for customer requests and to troubleshoot issues across the VisualVault cloud platform.

You will document steps and outcomes in tickets, maintain SLA targets, and collaborate with teammates on knowledge sharing and process improvements while working evenings and during training at the Arizona office.

Qualifications

• 2+ years of customer-facing Technical Support experience.
• Experience supporting web-based applications.
• Strong written and verbal communication skills.
• Excellent troubleshooting and analytical abilities.
• Ability to manage multiple priorities.
• Must be able to work in the Tempe, Arizona office during training and initially.
• Experience supporting a web-based SaaS platform is preferred.

Responsibilities

• Serve as a primary point of contact for customer Technical Support requests
• Troubleshoot application, user access, workflow, and configuration issues using established procedures and documentation
• Document troubleshooting steps, findings, customer communications, and resolutions within support tickets
• Meet or exceed established SLA response and resolution targets
• Take ownership of assigned tickets and proactively drive them toward resolution
• Communicate professionally with customers and provide timely status updates
• Monitor ticket queues and prioritize work based on urgency and customer impact
• Follow security and privacy procedures when handling customer information
• Participate in team meetings, knowledge sharing, and ongoing training initiatives
• Contribute to internal knowledge base articles and process improvements
• Perform additional support duties as assigned
• Provide first-line technical support for VisualVault's cloud-based document management, workflow automation, electronic forms, case management, and content-management platforms

Skills

Troubleshooting

Analytical Abilities

Workflow Automation

Document Management

Case Management

Content Management

SaaS Platform Support

Configuration Issues Resolution

User Access Management

Process Improvement

Tools

Ticketing Systems

VisualVault

Job description

• Serve as a primary point of contact for customer Technical Support requests
• Troubleshoot application, user access, workflow, and configuration issues using established procedures and documentation
• Document troubleshooting steps, findings, customer communications, and resolutions within support tickets
• Meet or exceed established SLA response and resolution targets
• Take ownership of assigned tickets and proactively drive them toward resolution
• Communicate professionally with customers and provide timely status updates
• Monitor ticket queues and prioritize work based on urgency and customer impact
• Follow security and privacy procedures when handling customer information
• Participate in team meetings, knowledge sharing, and ongoing training initiatives
• Contribute to internal knowledge base articles and process improvements
• Perform additional support duties as assigned
• Provide first-line technical support for VisualVault's cloud-based document management, workflow automation, electronic forms, case management, and content-management platforms

Requirements

• 2+ years of customer-facing Technical Support experience
• Experience supporting web-based applications
• Strong written and verbal communication skills
• Excellent troubleshooting and analytical abilities
• Ability to manage multiple priorities
• Ability to work independently while collaborating effectively within a team
• Experience using ticketing systems
• Ability to consistently work an assigned evening shift
• Professional, patient, and empathetic approach when working with customers
• Must be able to work in the Tempe, Arizona office during training and initially
• Experience supporting a web-based SaaS platform is preferred

Core Competencies

Demonstrates expertise in providing technical support for web-based applications and SaaS platforms, with a strong focus on troubleshooting, customer communication, and process improvement. Capable of managing multiple priorities while maintaining a professional and empathetic approach to customer interactions.

Highest-signal resume keywords

• Technical Support Experience
• Troubleshooting Skills
• Web-Based Application Support
• Ticketing Systems Experience
• Strong Communication Skills

Hard Skills

• Troubleshooting
• Analytical Abilities
• Workflow Automation
• Document Management
• Case Management
• Content Management
• SaaS Platform Support
• Configuration Issues Resolution
• User Access Management
• Process Improvement

Soft Skills

• Professional Communication
• Empathy
• Patience
• Collaboration
• Independence

Industry Keywords

• Customer Support
• Technical Support
• SLA Targets
• Security Procedures
• Privacy Procedures

Tools & Technologies

• Ticketing Systems
• VisualVault