Job Description

About the Role

The Technical Customer Support Specialist is responsible for delivering outstanding customer service and technical assistance for cloud-based software products. This role involves diagnosing and resolving software-related issues, guiding customers through solutions, and collaborating with internal teams to address technical concerns and improve the overall user experience.

Strong communication and problem-solving skills, along with a customer-centric mindset and proactive approach, are essential. Additional responsibilities include acting as a customer advocate, maintaining the internal knowledge base, managing the ticketing system, and communicating effectively with internal stakeholders.

Responsibilities

• Provide timely, efficient, and professional support via various channels (email, phone, chat, or ticketing system) to troubleshoot software issues, answer questions, and resolve concerns related to SaaS products.
• Diagnose, troubleshoot, and resolve technical issues ranging from simple queries to more complex software bugs and configuration problems, escalating to specialized teams when necessary.
• Take full ownership of customer issues through to resolution.
• Develop deep knowledge of SaaS products and features, staying current with new releases, updates, and best practices.
• Collaborate with development, product, and QA teams to report software bugs, product feedback, and feature requests.
• Assist in reproducing customer-reported issues to support diagnosis and resolution.
• Create and maintain internal documentation, FAQs, and troubleshooting guides.
• Update product knowledge articles to reflect new features and common issues.
• Track and report on key performance metrics (e.g., ticket resolution time, customer satisfaction) and ensure service-level agreements (SLAs) are consistently met.

Qualifications

• Bachelor’s degree in Computer Science, Management Information Systems, or related technical field experience.
• Minimum of 3 years of related professional work experience, such as application support or professional services.
• Demonstrated knowledge of ITIL (Information Technology Infrastructure Library) or ITSM (IT Service Management) lifecycle elements.

Required Skills

• Familiarity with SaaS platforms, troubleshooting tools, and basic software development concepts (e.g., APIs, databases).
• Previous experience in a technical support or customer support role, ideally within a SaaS environment.
• Strong written and verbal communication skills with a customer-first mindset and the ability to translate technical information into clear, user-friendly language.
• Excellent analytical and critical thinking skills for diagnosing complex issues.
• Ability to manage multiple support tickets simultaneously while maintaining quality and meeting SLAs.
• Experience with bug tracking tools; Azure DevOps preferred
• Hands-on experience with Service Desk software; Service Desk Plus Cloud preferred

Preferred Skills

• Consistent response time within documented SLAs for each customer.
• Resolution time adherence within documented SLAs.
• Strong focus on staff/customer satisfaction.
• Ability to monitor and manage ticket aging reports (daily, weekly, monthly).
• Effective tracking and reduction of outstanding issues.