SaaS Support Specialist
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Job Description
SaaS Support Specialist ensuring customer success through remote software support and technical documentation. Engaging customer requests and translating feedback within the support team.
Responsibilities:
- Provide remote software support for new and existing agency and carrier customers.
- Create and update technical support materials on company support website.
- Provide Tier One Support responding to product issues/questions.
- Provide timely and accurate information to incoming customer calls and support tickets.
- Gather customer feedback, translating it into actionable responses consisting of software enhancement requests / business requirements
- Proactively identify opportunities to enhance customer proficiency with company software by recognizing common issues and soliciting input from the Support Team.
- Escalate problems to appropriate individuals within the SuranceBay team.
- Provide timely feedback to the company regarding service failures or customer concerns.
- Versatile attitude with the ability to work independently within a small team.
Requirements:
- Proven software support experience
- Strong phone and e-mail contact handling skills
- Ability to multi-task, prioritize and manage time effectively
- Ability to easily adapt to changing work situations
- Technical documentation experience
- A quiet home work space with fast, reliable internet
Benefits:
- Health Insurance
- Retirement Plan
- Disability benefits
- Paid Time Off program
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