Technical Customer Support Specialist

About the Role

The Technical Customer Support Specialist is responsible for delivering outstanding customer service and technical assistance for cloud-based software products. This role involves diagnosing and resolving software-related issues, guiding customers through solutions, and collaborating with internal teams to address technical concerns and improve the overall user experience.

Strong communication and problem-solving skills, along with a customer-centric mindset and proactive approach, are essential. Additional responsibilities include acting as a customer advocate, maintaining the internal knowledge base, managing the ticketing system, and communicating effectively with internal stakeholders.

Responsibilities

• Provide timely, efficient, and professional support via various channels (email, phone, chat, or ticketing system) to troubleshoot software issues, answer questions, and resolve concerns related to SaaS products.
• Diagnose, troubleshoot, and resolve technical issues ranging from simple queries to more complex software bugs and configuration problems, escalating to specialized teams when necessary.
• Take full ownership of customer issues through to resolution.
• Develop deep knowledge of SaaS products and features, staying current with new releases, updates, and best practices.
• Collaborate with development, product, and QA teams to report software bugs, product feedback, and feature requests.
• Assist in reproducing customer-reported issues to support diagnosis and resolution.
• Create and maintain internal documentation, FAQs, and troubleshooting guides.
• Update product knowledge articles to reflect new features and common issues.
• Track and report on key performance metrics (e.g., ticket resolution time, customer satisfaction) and ensure service-level agreements (SLAs) are consistently met.

Qualifications

• Bachelor's degree in Computer Science, Management Information Systems, or related technical field experience.
• Minimum of 3 years of related professional work experience, such as application support or professional services.
• Demonstrated knowledge of ITIL (Information Technology Infrastructure Library) or ITSM (IT Service Management) lifecycle elements.

Required Skills

• Familiarity with SaaS platforms, troubleshooting tools, and basic software development concepts (e.g., APIs, databases).
• Previous experience in a technical support or customer support role, ideally within a SaaS environment.
• Strong written and verbal communication skills with a customer-first mindset and the ability to translate technical information into clear, user-friendly language.
• Excellent analytical and critical thinking skills for diagnosing complex issues.
• Ability to manage multiple support tickets simultaneously while maintaining quality and meeting SLAs.
• Experience with bug tracking tools; Azure DevOps preferred.
• Hands-on experience with Service Desk software; Service Desk Plus Cloud preferred.

Preferred Skills

• Consistent response time within documented SLAs for each customer.
• Resolution time adherence within documented SLAs.
• Strong focus on staff/customer satisfaction.
• Ability to monitor and manage ticket aging reports (daily, weekly, monthly).
• Effective tracking and reduction of outstanding issues.

EEO Compliance:

Ryde is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Ryde will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.