Position Overview
What does a day in the life as a Technical Support (SaaS) look like?
Maintaining an understanding of Products and services offerings. Handling of Level 1 Inbound Calls, Chat and Emails through the portal. Completing level 1 troubleshooting or tasks that may be requested by users or the sales team. Work directly with Tier 2 or Tier 3 support and development team when necessary for more complicated problem resolution. Process and manage escalations, with follow up for the customer at resolution. Resolving complaints and preventing additional issues by making recommendations for improving processes. Ability to navigate the App and Web Dashboard to speak to and assist customers with Basic Usage and Troubleshooting questions Understanding of CRM and Help Desk software and procedures Communicating with clients in a timely, efficient manner. Create articulate written exchanges (chat...