SaaS Customer Support Specialist

This is customer service/success position NOT an IT/operations based position

**This is an in-office position** San Diego CA 92127 - WFH Fridays available after training

We are seeking a SaaS Customer Support Specialist (Software as a Service) to join our team! SaaS Customer Support Specialists will provide customer service and technical problem resolution to end-users (clients) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, and assisting with navigating around application menus. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

**Full in depth training of the software and processes will be provided for this position**

Specific functions and responsibilities include:

• Deliver Service and Support to Customers via Email and Phone but primarily Email.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Troubleshoot, diagnose, and identify software issues by means of research, testing, and remote screen sharing
• Gather customer s information and determine the issue by evaluating and analyzing the symptoms;
• Research required information using available resources;
• Identify and escalate priority issues per Client specifications; redirect problems to appropriate resource
• Follow up on open tickets, track progress in JIRA host client trainings and meetings
• Stay current with system information, changes, and updates

This role uses JIRA daily as the ticketing and tracking system

Skills Required:

• 2+ years experience in the customer support field
• Knowledgeable in current computer technical standards
• Comprehensive knowledge of Microsoft Office products including excel
• Excellent verbal and written communication skills are required. Will be expected to effectively and professionally communicate and interact with clients, staff, and management

Qualifications:

• Previous experience in customer service, client relations, ticketing systems
• Ability to build rapport with clients
• Ability to prioritize and multitask
• Positive and professional demeanor
• Excellent written and verbal communication skills

Compensation Range: The range reflected is a starting wage range, and based on experience

Benefits Package Summary

Benefits Included in the Role are based on full time employment as applicable by State and Federal Laws:

• 401 K and Roth - employer match @ 6 100% vested at time of deposit
• Medical - HMO& PPO programs - 100% paid by employer for you, your spouse and children
• Life Insurance for employee 100% paid by employer
• Dental - Voluntary benefit
• Vision - Voluntary benefit
• Paid Time off , on an accrual basis
  • 12 days per year, years: 0-2
  • 16 days per year: year 3-4
  • 20 days at 5 years
• Paid Holidays
• Paid Sick Leave
• Corporate Wellness Program
  • including: weekly chair massage, in office gym
  • office snacks
• Training & advancement opportunities
• Company provided daily office snacks
• Dog friendly office