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Product Support Specialist - Tier 1
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Job Description
- Req#: 3AZqqyDCaMqj
Employer Industry: Software as a Service (SaaS)
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work Monday to Friday, from 10 AM to 7 PM EST to support West Coast customers
- Supportive and collaborative work environment with a focus on customer advocacy
- Chance to work with cutting-edge technology and a dedicated engineering team
- Engage in continuous improvement initiatives and contribute to a knowledge base
What to Expect (Job Responsibilities):
- Serve as the primary technical contact for customers, providing expert Tier 1 support to resolve challenges
- Triage, prioritize, and resolve incidents using ServiceNow, ensuring adherence to service level agreements (SLAs)
- Troubleshoot a wide range of issues across the application, including configuration and performance problems
- Escalate complex issues to the Engineering team using Azure DevOps with detailed documentation
- Participate in major incident response and contribute to root cause analysis and change management
What is Required (Qualifications):
- 1-4 years of experience in a Technical Support, Helpdesk, or SaaS Application Support role
- Strong hands-on experience with a modern service desk tool like ServiceNow
- Experience supporting cloud-hosted SaaS applications, with Microsoft Azure experience being a major plus
- Proven ability to troubleshoot and analyze complex technical problems
- Excellent written and verbal communication skills, with the ability to simplify complex topics
How to Stand Out (Preferred Qualifications):
- ITIL Foundation certification
- Basic SQL knowledge or experience troubleshooting data-related issues
- Experience supporting enterprise-level or B2B SaaS platforms
#SaaS #TechnicalSupport #CareerOpportunity #CustomerAdvocacy #ContinuousImprovement
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