SaaS Software Technical Support and Customer Care

Does this describe you?

• I like solving logic problems.
• I like talking to people and helping them out.
• I like working on a lot of different things at the same time.
• I like figuring computer problems out.
• I like playing with different computer programs.
• I like responsibility.
• Friendly. Confident. Curious. Articulate. Resilient.

We’re a lean software company (in other words, you'll have to like being part of a very small team) with offices in Schenectady and New York City. We’re looking for new team members with a great spirit and who enjoy playing with technology who want to help our customers solve problems with their use of our platform.

As a SaaS Customer Support Specialist, you’ll be on the company’s frontline and will be focused on quickly and effectively (and happily!) solving customer issues with our web based software application, or escalating them to others in the company.

You’ll need:

• Great phone skills, in addition to excellent writing skills - not just grammar and spelling, but also the ability to communicate technical issues to customers in a way they'll understand.
• A good familiarity with how to use Microsoft Excel.
• To have a like for online software.
• Good troubleshooting skills since you’ll be working to diagnose customer problems, obtain results and then provide solutions.
• Great searching skills with Google and knowledgebases since these will be your friends.
• Able to balance and prioritize lots of different tasks since you’ll often be busy with multiple problems at the same time.

Also, we’d love to find people who have done customer support before, have sold products on Amazon or eBay, and have worked in (or used) e-commerce products like Bigcommerce, Shopify, ShipStation, SKUVault or other similar software. Also, getting technical, skills with HTML, CSS and the ability to read through an JSON or XML file should be highlighted. If you don’t have any of these skills (other than Excel and a positive personality), don’t worry - we’ll train you on these as well as our platform.

In a cover letter, tell us how you meet the five principles mentioned above (being friendly, confident, curious, articulate and resilient). Even better, send us a video of you talking about these values and how you excel at them!

Skills

• Effective time management
• Excellent communication skills
• Good listening skills
• Service Orientation
• Ability to show empathy under all circumstances
• Ability to work independently
• Excellent grammar and spelling
• Ability to learn quickly

How to Apply

In a cover letter, tell us how you meet the five principles mentioned above (being friendly, confident, curious, articulate and resilient). Even better, send us a video of you talking about these values and how you excel at them! Along with your resume of course.

Compensation

We invest in our people and expect them to invest in us.

Compensation is completely dependent on your experience. Are you new to support and have no experience in e-commerce, Excel or other areas? We may pay you $30k-$40k.

Have you been doing SaaS support for 5+ years, know e-commerce and have written tons of documentation? We may pay $55k-$65k. 

Most people tend to fall somewhere in between.

I guess we're saying we'll fairly compensate you based on the value you bring to us at the start, and then we'll work our way up from there. 

And we also offer plans for health insurance, 401k, disability, life insurance and more.

Position Type

Full-Time

Position Location

Our preference is to identify someone in the Schenectady NY region, but are accepting stellar applicants for anyone within the US to work remotely.

MUST BE ELIGIBLE TO WORK FULL TIME WITHIN THE UNITED STATES WITHOUT REQUIRING SPONSORSHIP