Customer Support Specialist

About This Opportunity

We are representing a confidential SaaS organization seeking a Customer Support Specialist to join their remote team. This role focuses on delivering outstanding technical support to customers primarily through email and chat, with occasional phone and video conference support.

Location: Fully remote (must be authorized to work in the United States)
Employment Type: Full-time (35-40 hours per week)
Schedule: Must be available primarily during Pacific time zone business hours (Monday-Friday 9am-5pm PT), with occasional Saturday coverage

Responsibilities

• Respond to and resolve technical support tickets via email and messenger platforms, including password resets, system navigation assistance, and troubleshooting
• Schedule and conduct video conference walk-throughs for customers requiring additional support
• Develop and maintain technical support documentation, including help articles and video tutorials
• Handle incoming customer phone calls to resolve issues, answer questions, and gather feedback for product improvements
• Troubleshoot technical issues and implement solutions promptly
• Identify opportunities to enhance the customer experience and take initiative without direction

What We're Looking For

Required Qualifications:

• High school diploma or GED
• Fluency in English with exceptional written communication skills (most support is text-based)
• Intermediate computer knowledge and understanding of web applications from an end-user perspective
• Ability to work independently with minimal oversight
• Strong attention to detail and accuracy
• Excellent problem-solving and critical thinking skills
• Customer service orientation with a passion for helping others
• Resourcefulness in handling new situations
• Self-driven with strong initiative
• Ability to quickly learn and implement new technologies independently

Preferred Qualifications:

• Previous technical support experience at a SaaS company
• Spanish fluency (a plus for supporting non-English speaking users)

How We Work With You

When you apply through Get A Job.ai, our talent team will review your qualifications and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not attempt to contact the client directly, as all communication must go through our recruiting process to ensure your application receives proper consideration.

Pay

This position offers competitive hourly compensation. Our client also provides health insurance (medical, dental, vision) and participation in a retirement plan with company match.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from candidates of all backgrounds and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.