Technical Support Consultant, SaaS

Stellenbeschreibung:

Deliver customer support and service requests via email and calls, including occasional remote calls
Provide Tier 1 and Tier 2 support, troubleshoot product behaviors, reproduce reported issues, and escalates complex issues
Investigate internal tooling, automated logs, customer configuration files, and databases to triage and diagnose issues
Escalate issues to the appropriate team and remain the customer's main point of contact with progress, impact, and resolution updates
Perform routine, low-complexity configuration maintenance within pre-approved scopes
Support delivery tasks such as testing customer configuration changes
Act as a product expert and explain platform capabilities, limitations, and self-service solutions
Monitor automated chatbot workflows and suggest improvements
Collaborate with other teams to investigate complex issues and improve customer experience

Requirements

Excellent English skills (C1 for both spoken and written)
1–3 years of experience in a customer support role within a SaaS, software or technical environment
Experience using ticketing systems such as Zendesk, Jira or similar support platforms
Comfortable navigating technical tools or admin interfaces
Experience applying AI to enhance internal operational workflows and elevate customer-facing deliverables
Strong troubleshooting and problem-solving skills
Analytical mindset, proficiency in pattern-recognition and trends across customer support data
Ability to manage multiple tasks and priorities simultaneously
Commitment to delivering high-quality customer service and meeting performance targets
Personal laptop or computer with at least 8GB of RAM
Stable internet connection with minimum 50 Mbps download and 40 Mbps upload
Experience in software development, APIs or other technical roles is a plus

Core Competencies

Demonstrates expertise in customer support within a SaaS environment, utilizing strong troubleshooting and analytical skills to enhance customer experience. Proficient in using ticketing systems and navigating technical tools while maintaining high-quality service delivery.