Senior Remote Customer Support Specialist - SaaS Platform
Our client, a leading innovator in Software-as-a-Service (SaaS) solutions, is seeking a highly skilled and empathetic Senior Remote Customer Support Specialist to join their fully remote team. Based out of Milwaukee, Wisconsin (but fully remote), this role is crucial for providing exceptional technical assistance and building strong relationships with our diverse client base. You will be instrumental in resolving complex user issues, educating customers on product features, and contributing to the overall improvement of our support processes and user experience. This position requires excellent communication skills, a deep understanding of SaaS platforms, and a proactive approach to problem-solving, all within a remote-first environment. Responsibilities: Provide expert-level technical support to customers via multiple channels, including email, chat, and phone, ensuring timely and effective resolution of inquiries. Troubleshoot and diagnose complex technical issues related to our SaaS platform, identifying root causes and implementing solutions. Educate customers on product features, best practices, and new updates, empowering them to maximize their use of the platform. Document all customer interactions, troubleshooting steps, and resolutions in the CRM system accurately and thoroughly. Collaborate with development and product teams to escalate bugs and provide feedback for product enhancements based on customer input. Develop and maintain comprehensive support documentation, FAQs, and knowledge base articles to assist both customers and internal teams. Act as a subject matter expert for specific product modules or customer segments. Contribute to training materials and onboarding for new support team members. Monitor support queues and ensure service level agreements (SLAs) are consistently met or exceeded. Proactively identify trends in customer issues and recommend improvements to product or support processes. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Minimum of 5 years of experience in customer support, technical support, or a similar role, preferably within a SaaS environment. Proven ability to troubleshoot complex technical issues and explain technical concepts clearly to both technical and non-technical users. Proficiency with CRM software and helpdesk ticketing systems. Strong understanding of cloud-based software, web applications, and common IT infrastructure. Excellent written and verbal communication skills, with a professional and friendly demeanor. Exceptional problem-solving and analytical skills. Ability to work independently, manage time effectively, and thrive in a remote work setting. Experience in mentoring or leading junior support staff is a plus. A passion for delivering outstanding customer service. Join our client's dedicated remote team and play a key role in ensuring customer success with our innovative SaaS solutions.