Location: all cities,UT, USA
This role is ON-SITE in South Jordan, UT
This role pays $21 hr
If you are not able to accept $21 hr and work on-site in South Jordan, UT - Please DO NOT apply
Description of Position
We are looking for a SaaS Support Specialist to join our team in South Jordan, Utah. In this role, you will diagnose and troubleshoot complex software, networking, and hardware problems. You will work closely with team members to resolve customer issues and improve software quality. This role is crucial to maintaining the high level of customer service our clients expect.
Responsibilities:
• Diagnose and troubleshoot complex software, networking, and hardware issues
• Collaborate with team members to resolve critical customer problems and enhance software quality
• Offer advanced technical support through phone, email, live chat, and ticketing systems
• Document case resolutions in detail and escalate unresolved issues to appropriate teams when necessary
• Engage with customers, meeting resolution time goals and following up on outstanding issues
• Identify and implement improvements in processes to enhance the customer experience
• Manage support tickets, document issues, and follow up with escalated cases
• Collaborate effectively with cross-functional teams, including developers and product managers
• Utilize skills in Microsoft Windows, Network Troubleshooting, Microsoft SQL, SQL, and VPN - Virtual Private Network to resolve customer issues
• Stay updated with emerging technologies and trends in technical support.
Requirements Of the Position
• Possess a minimum of 2 years of experience in a SaaS support role or similar.
• Proficient in Computer Hardware and Microsoft Windows.
• Demonstrable experience in Network Troubleshooting.
• Proficient in Microsoft SQL and SQL.
• Knowledge of VPN - Virtual Private Network.
• Excellent problem-solving skills and the ability to quickly adapt to new technologies.
• Strong written and verbal communication skills.
• Ability to work in a team environment and independently as needed.
• Excellent customer service skills and the ability to handle stressful situations gracefully.
• Strong attention to detail and the ability to multitask effectively.
• Bachelor's degree in Computer Science or a related field is preferred.