What are the responsibilities and job description for the Technical Support Specialist (SaaS) position at Genesis Employment?
Overview
Job Title: Technical Support Specialist (SaaS)
Location: Remote / Hybrid
Employment Type: Full-Time
Compensation: $45,000 / year Comprehensive Benefits
About Us
Join a fast-growing SaaS company dedicated to delivering innovative solutions to their users. As they expand their platform and customer base, they are looking for a customer-focused Technical Support Specialist to join their team. If you thrive in a collaborative environment, enjoy solving technical puzzles, and want to grow your career alongside a rising company, we would love to hear from you.
Role Overview
As a Technical Support Specialist, you will serve as the primary line of technical support for customers. You will troubleshoot software issues, guide users through platform features, and ensure an exceptional customer experience.
Key Responsibilities
- Respond promptly to customer technical inquiries via email, live chat, and support ticketing systems.
- Diagnose, troubleshoot, and resolve software glitches, account access issues, and integration questions.
- Replicate reported bugs, document reproduction steps, and escalate complex issues to the product and engineering teams.
- Walk end-users through product setup, feature navigation, and best practices.
- Collaborate with Customer Success and Account Management to advocate for customer needs and product improvements.
Qualifications & Requirements
- Experience: At least 1 year of experience in a technical support, help desk, or customer-facing role.
- Technical Skills: Familiarity with web-based applications, browser troubleshooting, APIs, or ticketing tools (e.g., Zendesk, Intercom, Jira).
- Communication: Excellent written and verbal communication skills with the ability to explain complex technical concepts in plain language.
- Problem-Solving: Strong analytical and critical thinking skills with acute attention to detail.
- Adaptability: Comfort working in a fast-paced environment with evolving product features and priorities.
Benefits & Perks
- Health & Wellness: Comprehensive medical, dental, and vision insurance options.
- Financial Security: Paid time off (PTO), paid holidays, and 401(k) matching program.
- Professional Growth: Opportunities for career advancement within a growing company.
- Work Culture: Collaborative, inclusive team environment with flexible remote/hybrid options.
Pay: $19.23 - $23.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: In person
Salary : $45,000