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Technical Support Representative | SaaS Product Support and Troubleshooting

vita-green · 30 days ago
Negotiable
Full-time
Remote
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The Right Fit is a leading platform for finding and hiring elite actors, models, and influencers. Book now to quickly find talent, streamline payments, centralize communication, and keep you and your staff protected on set.

Vita Green is working together with The Right Fit to create visual elements for communication, such as magazine layouts, branding, publicity materials, and advertisements. We are seeking a highly motivated and customer-focused Technical Support Representative to join our TRF team. In this role, you will be responsible for providing technical assistance and support to our customers, resolving technical issues regarding our products and services. You will also play a crucial role in ensuring customer satisfaction through excellent customer service and problem-solving skills.

Responsibilities:

  • Respond to user technical support tickets and offer prompt, precise solutions to their technical problems.
  • Ensure efficient communication and collaboration between the engineering and customer support teams by serving as a point of contact.
  • Using Jira, TSR can record and monitor bugs and other technical issues while producing thorough reports and updates.
  • Stay updated on estimated timelines for bug fixes and communicate this information back to the Customer Support team and, when necessary, to the users.
  • Perform regular user testing of our platform to ensure functionality and identify any issues across native mobile and web applications.
  • TSR will not be taking any calls. Will be focusing on the tickets forwarded by CS team before escalating it to the Tech/Dev Team.
  • Collaborate with cross-functional teams to escalate and resolve complex issues.
  • Stay up-to-date with product knowledge and industry trends to provide accurate and timely support to customers.

Requirements

Requirements:

  • Bachelor’s degree in Information Technology, Computer Science, or related field.
  • Minimum of 2 years’ experience as a Technical Support Representative or similar role in a tech or SaaS environment.
  • Strong understanding of marketplaces or SaaS platforms and the ability to troubleshoot technical issues.
  • Prefers someone with user testing experience and in-depth understanding of Tech, QA, or Development environment.
  • Familiarity with issue tracking and project management tools, such as Jira and HubSpot.
  • Strong communication skills, both verbal and written, with the ability to explain technical concepts in a clear and user-friendly manner.
  • Flexibility to adapt to changing priorities and product environments.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work independently and as part of a team.
  • Good knowledge of computer software.
  • Basic understanding of networking concepts.
  • Fluent in written and spoken English.

Candidates with the following experience preferred:

● Responsive web app and native Android/iOS app environments

● Social media platforms including Instagram, TikTok, and YouTube.

● Stripe payment platform or any payment platform

● Marketplaces and/or consumer SaaS products

Benefits

  • Chance to work on cutting-edge technology projects.
  • A Career opportunity with the market leader in Software Development sector.
  • Flexible work arrangement, work anytime and anywhere.
  • Dayshift.
  • Weekends Off.
  • Fun working culture with challenges to learn and grow.
  • Fun working culture with challenges to learn and grow together.
  • Rapid growth opportunities for strong performers.

Last updated on Mar 22, 2024

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