Description

You will own the resolution of technical challenges and business issues for enterprise SaaS customers, ensuring strict adherence to Service Level Targets and C-SAT goals. You will serve as a technical authority within the Admin console, advocating for customer priorities internally and maintaining precise records in the case tracking system.

Responsibilities

• Diagnose and resolve complex technical problems in a SaaS environment within defined SLAs.
• Communicate clearly with customers via written and verbal channels, explaining complex concepts simply.
• Maintain accurate case records and contribute to the internal knowledge base.
• Collaborate with cross-functional teams to prioritize and execute support projects.
• Share methodologies with the team to improve support quality and efficiency.

Required Skills

• 5+ years of progressive experience in technical support or implementation for enterprise software.
• Strong understanding of database technology, specifically SQL.
• Proficiency in web technologies: HTML, CSS, JavaScript, XML, and PHP.
• Knowledge of networking protocols including TCP/IP and DNS.
• Excellent organizational skills with the ability to prioritize and multi-task under pressure.
• Superior written and verbal communication skills, including presentation abilities.
• Analytical mindset with the ability to navigate challenging situations professionally.

Preferred Skills

• Fluency in multiple languages or general cultural awareness for global customer support.

Key Skills

Education

Any Gradute