Product Support Specialist (SaaS)

TL;DR

Product Support Specialist (SaaS): Providing first-tier technical assistance and troubleshooting for clients in Legal, Risk, Compliance, and HR domains with an accent on issue resolution and customer satisfaction. Focus on diagnosing product issues, managing case lifecycles in Salesforce/Jira, and maintaining high service level agreements.

Location: Remote, must be based in the US

Salary: $45,000 – $55,000 Annually USD

Company

A global innovator providing software solutions that simplify operations in Legal, Risk, Compliance, and HR functions.

What you will do

• Act as the primary point of contact via phone, chat, email, and support portal to provide solutions.
• Research, troubleshoot, and resolve support issues within established response and resolution goals.
• Identify and communicate effective workarounds to customers when necessary.
• Maintain meticulous call and email records for all customer interactions.
• Prioritize and resolve cases based on service level agreements (SLAs) and severities.
• Ensure monthly customer satisfaction goals are consistently met.

Requirements

• 6 months to 1 year of experience in a customer service environment.
• Must be based in the US.
• Proficiency with case management systems such as Salesforce, Jira, or Zendesk.
• Experience with Windows Operating Systems and Microsoft Office applications.
• Fluent English written and verbal communication skills.
• Strong problem-solving and listening abilities.

Culture & Benefits

• Comprehensive Health, Dental, and Vision insurance.
• 401(k) plan with employer match.
• Open PTO, 11 paid holidays, and 4 annual Paid Global Wellness Days off.
• Paid Parental Leave, STD, LTD, and Group Life Insurance.
• FSA and HSA options, plus Pet Insurance.
• Access to LinkedIn Learning and various career advancement opportunities.