Technical Support Specialist

Cordance; United States; Remote; USD 45,000 - 75,000; Full time

Benefits offered by this job

Health coverage

401K / RRSP with employer matching

Flexible PTO

Parental leave (12 weeks)

Remote work stipend

Job summary

Cordance is seeking a Remote Technical Support Specialist to bridge customers and our B2B SaaS platform. You’ll troubleshoot issues, guide users, and collaborate with Success, Product, and Engineering to improve the product experience.

In this role you’ll help with knowledge base content, FAQs, and training materials while delivering timely, clear support across ticketing, email, and phone. A customer-first mindset and strong communication are essential.

Qualifications

• 3+ years in customer support, success, or technical support.
• Strong communication, problem-solving, and interpersonal skills.
• Experience with SaaS or B2B platforms and solid product knowledge.
• Proficiency with support tools like Salesforce Service Cloud and Jira.
• Experience creating knowledge base content or user documentation.

Responsibilities

• Deliver technical and product support across ticketing systems, help centers, and CRM tools.
• Maintain subject-matter expertise on products and industry standards.
• Collaborate with Customer Success, Product, and Engineering to address customer needs.
• Contribute to knowledge base articles, FAQs, newsletters, and training materials.
• Participate in testing and feedback for new product features.
• Track and resolve open issues with transparent communication.

Skills

Customer support

SaaS experience

Communication

Problem-solving

Team collaboration

Tools

Salesforce Service Cloud

Jira

HubSpot CRM

Job description

Role overview

Remote position for a Technical Support Specialist serving as the frontline connection between customers and the company, helping users get maximum value from a B2B SaaS platform. The role blends technical troubleshooting, clear client communication, and product expertise in a fast-paced environment. It partners closely with Customer Success, Product, and Engineering to resolve issues, improve user experience, and contribute to ongoing product and process improvements.

Responsibilities

• - Deliver technical and product support across ticketing systems, help centers, CRM tools, phone, and email.
• - Maintain deep subject-matter expertise on products, services, and industry standards through continuous learning.
• - Collaborate with Customer Success, Product, and Engineering to address customer needs and feed insights back into product improvements.
• - Contribute to customer-facing resources such as knowledge base articles, FAQs, newsletters, and training documentation.
• - Participate in testing and feedback for new product features and releases.
• - Track and resolve open issues with transparent communication and consistent follow-up.

Requirements

• - 3+ years of experience in customer support, customer success, or technical support roles.
• - Strong communication, problem-solving, and interpersonal skills with a team-oriented, accountable attitude.
• - Experience supporting SaaS or B2B software platforms with solid product and technical understanding.
• - Proficiency with support tools such as Salesforce Service Cloud and Jira, plus CRM systems like Salesforce or HubSpot.
• - Demonstrated success creating or improving knowledge base content, FAQs, or user documentation.
• - Ability to manage multiple support cases simultaneously while maintaining quality.

Nice to have

• - Background in training delivery (live or virtual) and developing self-service resources.
• - Experience collaborating with Product or Engineering teams on feature testing and customer insights.
• - Certifications or coursework in customer support, ITIL, or help desk systems.
• - Comfort delivering remote or live training via tools such as Microsoft Teams or Zoom.

Benefits and work setup

• - Comprehensive health coverage starting on day one of employment.
• - 401K (US) or RRSP (Canada) with employer matching, eligible after 90 days and immediately vested.
• - Flexible, uncapped paid time off and a generous holiday schedule.
• - 12 weeks of paid parental leave for all employees.
• - Monthly remote work stipend for phone and internet.