Technical Support Specialist
About the opportunity
Via is supporting our client to recruit a Technical Support Specialist to join a growing SaaS business. You'll be one of the first points of contact for customers who need help using the company's software, combining customer service with hands-on technical troubleshooting. You'll answer questions through email and live chat, investigate technical issues and find practical solutions. When an issue needs deeper technical expertise, you'll make sure it's escalated with the right information so it can be resolved quickly. This is a strong opportunity for someone with customer support or technical support experience who enjoys solving problems, communicating clearly and developing their technical knowledge within a SaaS environment.
What you'll be doing
- Be a first point of contact for customer technical support queries, primarily through email and live chat
- Troubleshoot and resolve product and software issues
- Investigate problems to understand their cause and identify appropriate solutions or workarounds
- Escalate more complex technical issues while providing clear context for the next team
- Keep customers informed and manage expectations through to resolution
- Explain technical information clearly to both technical and non-technical customers
- Develop your knowledge of the product through training and hands-on experience
- Work closely with Customer Success, Product and Engineering teams
- Capture and route customer feedback to the appropriate teams
- Identify recurring problems and opportunities to improve the customer experience
- Recommend improvements to support processes and products
- Contribute to additional customer support projects as the business grows
What we're looking for
You'll ideally have:
- 2+ years of customer-facing experience across email and live chat
- Experience working with Zendesk
- Experience supporting customers within a SaaS or technology environment
- Strong troubleshooting and problem-solving skills
- The patience and persistence to investigate more complex customer issues
- Excellent written and verbal communication skills
- The ability to explain technical information in straightforward language
- Strong organisation and the ability to manage several customer conversations and priorities
- A proactive approach and confidence working independently
- An interest in technology and enthusiasm for continually developing your product knowledge
Experience supporting customers by phone or video would be useful, but isn't essential. You don't need to match every requirement. Candidates with strong transferable customer support and technical troubleshooting experience are encouraged to apply.
Benefits
- $55,000–$63,000 base salary depending on experience
- Potential additional compensation including stock options, bonuses and merit increases depending on role eligibility
- Remote-first working
- Medical, dental and vision insurance
- Mental health resources
- Financial wellness benefits
- Fully paid parental leave
- Life insurance
- Short-term and long-term disability coverage
- 401(k) with company match
- Up to 14 scheduled paid holidays per calendar year
- Up to 80 hours of paid sick leave per year
- 20–25 days of paid vacation annually for eligible non-exempt employees, depending on tenure
- Opportunity to develop deeper SaaS and technical support expertise
- Work closely with Customer Success, Product and Engineering teams