Key skills
SaaSJiraCommunication
About this role
Role Overview
- Serve as the first point of contact for all customer support requests.
- Assess and categorize incoming support requests.
- Resolve configuration-related issues directly.
- Work with customers to gather detailed information for bug reports.
- Proactively follow up on open issues.
- Maintain accurate records of support interactions and resolutions.
- Act as the voice of the customer, providing feedback to internal teams.
Requirements
- Bachelor’s degree in Information Technology, Business, or a related field (or equivalent experience).
- 3-5 years of experience in a customer support role, preferably in a SaaS or technology environment.
- Strong understanding of Microsoft SharePoint, Teams, and related Microsoft 365 tools.
- Excellent written and verbal communication skills.
- Proven ability to triage issues effectively, prioritize tasks, and follow up to ensure timely resolution.
- Technical aptitude for diagnosing and resolving configuration issues.
- Familiarity with basic troubleshooting techniques and bug-reporting best practices.
- Familiarity with ticketing systems (Jira is a plus).
Benefits
- Remote position
- Flexible hours