What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor’s degree in computer science management information systems or related technical field experience
- 3+ years of related professional experience such as application support or professional services
- Knowledge of ITIL or ITSM lifecycle elements
- Familiarity with SaaS platforms troubleshooting tools and basic software development concepts such as APIs and databases
- Previous technical support or customer support experience ideally in a SaaS environment
- Strong written and verbal communication skills with empathy and a customer-first mindset
- Ability to explain technical information in clear user-friendly language
- Excellent analytical and critical thinking skills for diagnosing complex issues
- Ability to manage multiple support tickets or cases simultaneously while meeting SLAs
- Experience with bug tracking preferably Azure DevOps
- Hands-on experience with Service Desk software preferably Service Desk Plus Cloud
Nice to have
- Customer-centric
- Proactive
- Analytical
- Detail-oriented
- Collaborative
- Empathetic
Day to day
- Deliver timely technical support across email phone chat and ticketing channels for SaaS products
- Diagnose troubleshoot and resolve customer issues including bugs configuration problems and software questions
- Collaborate with development product and QA teams to reproduce issues share feedback and improve the user experience
- Maintain internal documentation FAQs knowledge articles and ticketing workflows while tracking SLA and performance metrics