Technical Support Specialist - Series B SaaS Firm With 2,000 Customers - REMOTE - 5.0 Glassdoor

Bravado; Nevada (IA); Remote; USD 65,000 - 82,000; Full time

Job summary

Join a dynamic and innovative tech firm as a Technical Support Specialist, where you'll provide exceptional customer support in a fully remote role. This position offers a competitive salary and the chance to work with cutting-edge technology in an A.I.-first CRM company. As part of a passionate team, you'll engage with customers, troubleshoot issues, and advocate for their needs while contributing to the development of support processes. Enjoy a flexible work environment, generous benefits, and the opportunity to grow your career in a high-growth B2B SaaS company that values your contributions and creativity.

Benefits

Medical Insurance

Vision Insurance

Dental Insurance

401(k) Plan

Paid Parental Leave

Apple Hardware

Budget for Desk Amenities

25 Days Off

Flexible Remote Work

Team Off-Sites

Qualifications

• 2+ years of experience in technical support for B2B SaaS.
• Native English speaker with exceptional written communication skills.

Responsibilities

• Provide technical support via emails, chat, and video calls.
• Document customer feedback and advocate for product improvements.

Skills

Written Communication Skills

Technical Support

Problem Solving

Empathy

Customer Advocacy

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

CRMs

APIs

Zapier

Job description

Technical Support Specialist - Series B SaaS Firm With 2,000 Customers - REMOTE - 5.0 Glassdoor

Bravado represents a privately-held A.I.-first CRM company that is more highly rated than Salesforce and HubSpot on G2 (4.8), ProductHunt (5.0) and Glassdoor (5.0).

This 75-employee, Series B firm ($64 million in total funding), which has more than 2,000 active clients worldwide, is seeking a Customer Support Specialist to provide fast and friendly technical support to customers through emails, chat, and video calls. This is a remote role, although you must live in the MST, PST, or HST time zone.

Role

• Individual contributor role, working from your home office in the MST, PST, or HST time zone.
• $65k to $82k base, commensurate with previous achievement and experience. Plus, equity in an early-stage tech company on an incredible trajectory.
• Medical, Vision, Dental; 401[k]; paid parental leave; Apple hardware and a budget for desk amenities; 25 days off, plus holidays.
• You must have Top 5 Percent written communication skills, be a native English speaker, and have a knack for distilling complex topics into simple guidance.
• Top candidates have 2+ years of successful experience as a Technical Support Specialist for another high-growth B2B SaaS company.
• Experience working with CRMs, APIs, or Zapier is strongly preferred but not required.

Official Job Description

Why is this role important?

As a Technical Support Specialist, you will support our customers with accurate and efficient answers, resolutions, and resources via emails, chat, and video calls. You care deeply about providing an exceptional customer experience, advocating for the customer to other internal teams, so we can collectively give them a truly delightful experience and maximize the value they attain.

In this role, you will be expected to:

• Provide fast and friendly technical support to customers through emails, chat, and video calls, adhering to Service Level Agreements (SLAs) between European and US business hours.
• Accurately and efficiently answer customer questions regarding product features.
• Troubleshoot and document bugs, collaborating with our Engineering team until resolution.
• Document customer feedback and requests, and advocate for the voice of the customer internally regarding our product development and roadmap.
• Assist in developing and documenting support processes to improve efficiency and ensure customer satisfaction.
• Contribute to the success of our scaled support initiatives, including Help Center content, empowering customers with best practices, and helping them find their own answers.
• Maintain an in-depth understanding of product functionality, including collaboration with other teams to learn about and prepare for new feature releases.

Our ideal hire is passionate about modern, high-quality technical support, and is eager to continue building their customer-facing career.

They will have the following attributes:

• Excellent written and verbal communication skills, fluent in English, and a knack for distilling complex topics into simple guidance.
• A high degree of empathy, with the ability to understand and show care about the experiences and feelings of customers.
• Innate curiosity and commitment to learning and understanding the ins and outs of the product.
• Tech savvy and a lover of problem-solving, using all resources available to find a resolution.
• Proactive initiator of process improvements and solving potential issues before they surface.
• Self-starter and independent learner who is motivated to perform well on a remote and distributed team.

What will an offer consist of?

• A competitive salary of between $65,000 to $82,000.
• Equity in an early-stage tech company on an incredible trajectory.
• US Healthcare: Medical, Vision, Dental.
• 401[k].
• Paid parental leave.
• Remote working and flexibility.
• Apple hardware and a budget for desk amenities.
• Team off-site in fun places! (We've been to Barcelona, Lisbon, and Malta so far).

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service, Quality Assurance, and Consulting

Industries

Software Development and IT System Custom Software Development