Job Overview
Our client is seeking a
Technical Support Representative to deliver high-quality technical assistance for a cloud-based software platform. This role serves as the first point of contact for customers, providing timely troubleshooting, product guidance, and issue resolution across multiple support channels. The ideal candidate has experience supporting SaaS applications, excellent communication skills, and a strong customer-first mindset.
The successful candidate will investigate technical issues, collaborate with engineering teams on complex cases, contribute to knowledge management initiatives, and help drive an exceptional customer support experience.
Key Responsibilities
Customer & Technical Support
- Serve as the primary point of contact for customer inquiries, technical issues, and product-related questions through phone, email, chat, and ticketing systems.
- Diagnose, troubleshoot, and resolve issues involving cloud-based software applications.
- Prioritize and manage support cases to ensure timely resolution while meeting established service levels.
- Provide customers with clear guidance on product features, functionality, and best practices to encourage successful platform adoption.
- Escalate complex issues to the appropriate technical teams when necessary, ensuring complete and accurate documentation.
Technical Investigation & Escalation
- Investigate technical issues requiring deeper analysis and gather relevant information for resolution.
- Prepare well-documented engineering escalation requests, clearly outlining technical findings, business impact, and issue priority.
- Collaborate with engineering and product teams during investigations and assist in identifying temporary workarounds whenever possible.
- Act as a subject matter expert for assigned product areas by maintaining strong product knowledge and supporting teammates with technical guidance.
Knowledge Management
- Create, maintain, and improve technical documentation and knowledge articles following established knowledge management practices.
- Contribute to continuous improvement initiatives that enhance customer self-service and internal support efficiency.
- Share technical knowledge and assist in training team members on product functionality and troubleshooting techniques.
Quality, Security & Compliance
- Adhere to organizational quality standards, security policies, and operational procedures.
- Safeguard customer and company information by following established data privacy and information security guidelines.
- Report security concerns, operational risks, or process issues through appropriate channels.
- Support internal quality reviews, audits, and compliance initiatives as required.
Qualifications
Required
- Associate's or Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field.
- Minimum 1–3 years of experience in a customer-focused technical support environment.
- Proven experience providing technical support for Software-as-a-Service (SaaS) applications.
- Experience delivering customer support through phone and email channels.
- Hands-on experience troubleshooting web-based software applications.
- Working knowledge of:
- JavaScript
- HTML
- XML
- Excellent written and verbal English communication skills.
- Strong analytical and troubleshooting abilities.
- Ability to work flexible schedules as business needs require.
Preferred Qualifications
- Experience using CRM or customer service platforms such as Salesforce Service Cloud.
- Experience creating or maintaining technical knowledge base articles.
- Experience training customers or internal users on technical products or applications.
- Familiarity with knowledge-centered support (KCS) methodologies.
Technical Skills
- SaaS application troubleshooting and customer support.
- Web technologies including JavaScript, HTML, and XML.
- Technical case management and issue documentation.
- Knowledge base development and documentation.
- Ticketing and customer support systems.
- Basic understanding of web application architecture and software troubleshooting.
Soft Skills
- Outstanding customer service orientation.
- Strong written and verbal communication skills.
- Excellent analytical and problem-solving abilities.
- High attention to detail and documentation quality.
- Ability to manage multiple priorities in a fast-paced support environment.
- Collaborative team player with strong interpersonal skills.
- Proactive, adaptable, and committed to continuous learning.
