Customer Support Specialist (SaaS)

Location: Remote with 20% travel required

Salary: $50,000/year; credit given for experience

Company

Go Icon provides resident and family engagement software for senior living communities, including communications, digital signage, activity management, transportation, and AI-driven insights.

What you will do

• Provide customer and technical support through phone support and a shared case queue.
• Troubleshoot issues, configure systems, provision accounts, and complete setup tasks.
• Create written how-to guides, instructional videos, and content for the customer-facing Support site.
• Educate customers and occasionally deliver customer training.
• Collaborate with internal teams and customers to resolve issues and improve platform adoption.
• Manage multiple priorities and follow issues through resolution.

Requirements

• Strong verbal and written communication skills.
• Strong troubleshooting, critical-thinking, problem-solving, and technical aptitude.
• Ability to explain technology to non-technical users and create clear written instructions and simple instructional videos.
• Comfort providing phone support and working within a shared case queue.
• Strong attention to detail, organization, documentation, and follow-through.
• Experience in customer support, technical support, SaaS, technology, or another customer-facing environment is preferred.

Nice to have

• Experience with Salesforce, Jira, or similar systems.
• Experience with software configuration, account provisioning, customer training, senior living, or healthcare technology.

Culture & Benefits

• Remote work with 20% travel.
• Health insurance with company-paid employee-only coverage, plus FSA and HSA options.
• Company-paid dental, life, short-term disability, and long-term disability insurance.
• 401(k) plan with company match and safe harbor contribution.
• Paid time off and additional vision, critical illness, voluntary life/AD&D, and accident benefits.

Hiring process

• Complete the required application questionnaire.
• Applications are accepted on a rolling basis.
• Applicants may be subject to a background check.