1808 - Technical Support Specialist (SaaS)

We are looking for a Technical Support Specialist to deliver exceptional technical support by troubleshooting software issues, guiding customers through product functionality, and ensuring timely resolution of support requests. You will collaborate closely with the Customer Success, Product, and Engineering teams to provide an outstanding customer experience while contributing to continuous product and process improvements.

Requisitos

• Experience providing technical support for software or SaaS products .
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to quickly learn complex software platforms.
• Experience using CRM or ticketing systems ( HubSpot is a plus ).
• Experience documenting issues and following structured support processes.
• Excellent written and verbal English communication skills .
• Strong customer service orientation and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated, organized, and able to work independently while collaborating effectively with a team.

Preferred Qualifications

• Experience supporting SaaS products .
• Experience supporting municipal or government software is a plus.
• Experience collaborating with Product, Engineering, and Customer Success teams.

Key Responsibilities

• Provide technical support to customers via phone, email, and live chat.
• Diagnose, troubleshoot, and resolve software issues while maintaining high customer satisfaction.
• Escalate complex technical issues to the Engineering or Product teams when necessary.
• Accurately document customer interactions, troubleshooting steps, and resolutions.
• Maintain detailed case records in HubSpot .
• Contribute to internal and external knowledge base documentation.
• Collaborate with cross-functional teams to improve support processes and product quality.