Technical Support Specialist — SaaS Expert

Bloomberg BNA; Arlington (VA); On-site; USD 63,000 - 97,000; Full time

Job summary

Bloomberg Industry Group is seeking a Technical Support Specialist I to provide first-line product support, manage customer inquiries from contact to resolution, and troubleshoot issues across Bloomberg Industry Group products. You will deliver support via phone, email, live chat, and virtual meetings, building strong customer relationships through exceptional service.

You will research, analyze, and resolve issues, identify defects, and escalate complex problems.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3–5 years of client support or technical support experience.
• Excellent troubleshooting and analytical skills.
• Strong written and verbal communication skills.
• Experience supporting SaaS or enterprise software preferred.
• Ability to manage multiple priorities while delivering exceptional customer service.

Responsibilities

• Independently manage customer support requests from initial contact through resolution.
• Troubleshoot product functionality, workflow, and configuration issues across assigned Bloomberg Industry Group products.
• Deliver support through phone, email, live chat, and virtual meetings.
• Research, analyze, and resolve customer issues while meeting established service levels.
• Identify reproducible software defects and submit detailed documentation to Product and Engineering teams.
• Escalate complex product or technical issues requiring advanced expertise.
• Provide customers with product guidance, best practices, and feature recommendations.
• Collaborate with Product Management, Engineering, Customer Success, Professional Services, and Sales to resolve customer issues.
• Maintain accurate customer records and case documentation.
• Contribute to internal knowledge articles and support documentation.
• Participate in product launches, testing activities, and after-hours support when required.

Skills

Troubleshooting

Analytical skills

Communication skills

Customer service

SaaS experience

Education

Bachelor's degree or equivalent combination of education and experience

Job description

Bloomberg Industry Group is seeking a Technical Support Specialist I to provide first-line product support, manage customer inquiries from contact to resolution, and troubleshoot issues across Bloomberg Industry Group products. You will deliver support via phone, email, live chat, and virtual meetings, building strong customer relationships through exceptional service.

You will research, analyze, and resolve issues, identify defects, and escalate complex problems.