Saas Support Specialist
hace 2 semanas
Customer Support Specialist (South America) 100% Remote Independent Contractor About the Company: The company is an advanced AI-powered analytics platform designed to help e-commerce brands and marketers make data-driven decisions.
By providing deep insights into customer behavior, Northbeam enables businesses to optimize their marketing strategies and maximize ROI.
Key Responsibilities: Respond to customer inquiries via live chat, email, phone, and support tickets in a timely and professional manner.
Troubleshoot technical issues and guide customers through step-by-step solutions.
Collaborate with the engineering and product teams to report bugs, suggest improvements, and enhance user experience.
Maintain accurate and detailed records of customer interactions, issues, and resolutions using CRM tools.
Provide product training and onboarding to new users, ensuring successful adoption of the platform.
Develop and update knowledge base articles, FAQs, and help documentation .
Monitor customer feedback and provide insights to improve overall product satisfaction.
Escalate complex issues to higher-level support teams when necessary.
Meet and exceed established performance metrics , such as response time and customer satisfaction ratings.
Participate in team meetings and training sessions to stay updated with product developments and support best practices.
Requirements Proven experience in a customer support role , preferably within a SaaS or tech company .
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Proficiency with customer support software (e.g., Zendesk, Freshdesk, Intercom) and CRM tools .
Familiarity with SaaS platforms and general cloud-based solutions .
Ability to work independently and in a collaborative team environment .
High attention to detail and ability to handle multiple tasks simultaneously .
Customer-focused mindset with a passion for delivering outstanding support .
This is a fantastic opportunity to join a fast-growing tech company and contribute to a customer-first culture while working remotely.
If you are passionate about problem-solving and providing top-tier support, we'd love to hear from you
Apply now
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Saas Support Specialist
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