Tier 1 SaaS Support Specialist

eSkill Corporation; San Antonio, Northern (TX, KY); Hybrid; USD 34,000 - 52,000; Full time

Benefits offered by this job

401(k) with company matching

In-person role at downtown San Antonio

Health, dental, and vision insurance

Paid time off and company holidays

Grow your customer support and tech技能

Job summary

eSkill seeks a Level 1 Support Specialist to join our Customer Support team, providing responsive, accurate support to clients, candidates, and partners across email, phone, and chat.

As a frontline member of the team, you'll help platform users navigate day-to-day questions, troubleshoot common issues, and get the most out of the eSkill platform. You'll grow product knowledge and contribute to documentation and processes.

Qualifications

• 1+ years in customer or technical support for SaaS products.
• Experience across email, chat, and phone channels.
• Strong browser and web-app troubleshooting skills.
• Clear, professional written and verbal communication.
• Collaborative mindset and willingness to help teammates.
• Familiarity with CRM or ticketing systems (e.g., Salesforce).
• Interest in contributing ideas as processes evolve.
• Eligible to work in the United States; visa sponsorship not available.

Responsibilities

• Provide timely professional support across email, phone, and chat.
• Collaborate with Support teammates to troubleshoot and resolve issues.
• Troubleshoot technical, access, browser, and UX issues.
• Assist with routine account administration and customer requests.
• Guide customers through eSkill's platform, assessments, and core features.
• Maintain clear documentation of interactions and resolutions.
• Identify high-impact issues and escalate to internal teams.
• Spot recurring questions to improve resources and processes.
• Contribute to internal and customer-facing knowledge resources.
• Share feedback to help evolve eSkill's support model.
• Continue building product knowledge for complex scenarios.

Skills

Customer support experience

Multi-channel support

Troubleshooting

Written and verbal communication

Collaborative mindset

Curiosity / learning

Prioritization and detail

CRM / ticketing (Salesforce)

Willingness to learn product/tech

APIs / integrations / SSO (plus)

Tools

Salesforce

Job description

eSkill seeks a Level 1 Support Specialist to join our Customer Support team, providing responsive, accurate support to clients, candidates, and partners across email, phone, and chat.

As a frontline member of the team, you'll help platform users navigate day-to-day questions, troubleshoot common issues, and get the most out of the eSkill platform. You'll grow product knowledge and contribute to documentation and processes.