Technical Support Specialist - SaaS Customer Champion

Greenhouse; United States; On-site; USD 56,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life insurance

401(k) with company match

Paid holidays and vacation

Job summary

Greenhouse seeks a Technical Support Specialist to join our team and help customers unlock the power of Greenhouse. You will act as a customer-facing product expert, working with Customer Success, Product, and Engineering to provide exceptional support and gather feedback to influence future releases.

You will diagnose issues, expand product knowledge, and contribute to process improvements while maintaining a high bar for customer happiness. 9am-6pm MT / 10-7 CT / 11-8 ET.

Qualifications

• 2+ years of customer-facing work experience on email and live chat channels.
• Zendesk experience required.
• SaaS experience.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication; ability to convey technical information to both technical and non-technical audiences.

Responsibilities

• Serve as first point of contact for technical support communications – primarily email and online chat.
• Diagnose and resolve customer issues with Greenhouse Suite, escalate as needed for timely follow-up.
• Expand knowledge of products and technical skills via training and practical experience.
• Provide recommendations for continuous product and process improvement.
• Additional projects and responsibilities as business needs require.

Skills

Customer-facing experience

SaaS experience

Problem solving

Communication

Learning mindset

Tools

Zendesk

Job description

Greenhouse seeks a Technical Support Specialist to join our team and help customers unlock the power of Greenhouse. You will act as a customer-facing product expert, working with Customer Success, Product, and Engineering to provide exceptional support and gather feedback to influence future releases.

You will diagnose issues, expand product knowledge, and contribute to process improvements while maintaining a high bar for customer happiness. 9am-6pm MT / 10-7 CT / 11-8 ET.