Customer Support Specialist (SaaS)

Job Summary

Were seeking a motivated and customer-focused Customer Support Specialist, to join our friendly team.

This role is all about problem solving and ensuring our customers satisfaction, making it an ideal opportunity for those with excellent communication and interpersonal skills. As a member of our team, youll be the first point of contact for our customers helping them resolve issues, navigate our platform, and get the most out of our software.

Essential Functions

Manage a high volume of tickets in an online support system (Salesforce)

Provide clear responses and expert advice to support requests whilst maintaining high standards of support

Investigate and undertake testing where required, and/or liaise internally with product specialists

See matters through to resolution and goes over and above when providing guidance and solutions to our customers

Support team members with ad-hoc or administrative tasks

Competencies

Adaptability - The ability to balance competing priorities and multiple projects in a fast-paced environment.

Positive Interactions You have a positive attitude with strong interpersonal, verbal, and free written communication skills.

Collaboration the ability to work with colleagues to meet customer needs.

Problem Solving the ability to listen to customers and patiently troubleshoot support challenges.

Impact provide excellent customer service with the ability to satisfactorily resolve customer issues.

Initiative you are driven, self-motivated and able to work autonomously.

Customer Focused a willingness to go over and above to amaze our clients is a must.

Qualifications and Experience

1-2 years experience within a fast-paced customer support role, ideally in SaaS

Strong communication skills and a genuine desire to help people

Ability to explain technical solutions in a non-technical way and vice versa

Comfortable using support tools (e.g. Salesforce, Zoho or similar)

Tech-savvy and quick to learn new systems