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 or email) that contain clear and concise instructions and answers for the end user.
What are the required qualifications for a Technical Support (SaaS)?
- At least 1 year of experience in a customer-facing support role with technical support experience or similar role for software or SaaS applications
- Demonstrate the ability to be composed and professional on the phone, through video calls and email.
- Empathy for a company and operators who are growing and changing processes
- Ability to collect, organize, and analyze large amounts of data.
- Ability to communicate effectively with all levels of skill and technology understanding.
- Adaptability and strong problem-solving skills. You understand how to deflect frustration and demonstrate professionalism.
- Excellent active listening skills.
- Exceptional verbal and written communication skills.
- Building relationships with clients based on trust and respect.
- Understands and familiar with Excel as well other Office and GSuite software
- Ability to adapt to ever changing workplace.
- Being flexible.
- Understanding Transportation and Logistics industry is a plus
