Technical Support Representative I (SaaS) | REMOTE

Work Setup: Remote Start Date : ASAP Schedule: Flexible, including night shift Equipment: BYOD (16GB RAM) As a Technical Support Representative , you'll serve as the trusted first point of contact for our users, delivering exceptional support while uncovering insights that help improve our products and services. In this role, you'll combine problem-solving, empathy, and analytical thinking to resolve customer issues, identify emerging trends, and partner across teams to improve the overall customer experience. If you enjoy helping people, solving technical problems, and making an impact beyond individual support interactions, we'd love to hear from you. What does a day in the life of a Technical Support Representative look like? Outstanding Customer Support Respond to customer inquiries through email and other support channels while consistently meeting established service level agreements (SLAs). Troubleshoot account, billing, subscription, and technical issues across mobile applications and web platforms. Provide clear, empathetic, and easy-to-understand guidance to help customers quickly resolve issues. Take ownership of customer concerns from initial contact through resolution, escalating when appropriate. Identifying Customer Insights Monitor support trends and identify recurring customer pain points, technical issues, or process gaps. Communicate meaningful insights to Product, Engineering, and internal stakeholders. Help improve the customer experience by recommending solutions based on customer feedback and support data. Collaboration Across Teams Partner with teammates to share knowledge, improve documentation, and maintain consistent support practices. Assist during product launches, incidents, and service updates by providing customer impact feedback. Contribute to internal knowledge articles and support resources. Process Improvement Identify opportunities to streamline workflows and improve support operations. Help refine support processes, templates, and customer communications. Participate in continuous improvement initiatives that enhance both the customer and team experience. What are the required qualifications for a Technical Support Representative ? 2+ years of experience in technical support or a related customer-facing role. Experience supporting web-based and mobile applications. Excellent written and verbal communication skills with a strong customer-first mindset. Strong troubleshooting and critical thinking abilities. Comfortable...

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