saas support specialist

Verisk

<div><p>The Software as a Service (SaaS) Support Specialist is responsible for ensuring customer success by providing first-level support for all external customers through superior, in-depth knowledge of company software products. This is accomplished by engaging customer support requests via phone and help desk ticketing system, initiating screen-sharing sessions to help diagnose and resolve customer support issues, creating/updating technical documentation, gathering and translating customer feedback, and effectively communicating with team members within the company&rsquo;s Support Team.</p></div>
<br><div><h2 class="jobSectionHeader"><b>Essential Functions:
</b></h2><ul><li><p>Provide remote software support for new and existing agency and carrier customers.
</p></li><li><p>Create and update technical support materials on company support website.
</p></li><li><p>Provide Tier One Support responding to product issues/questions.
</p></li><li><p>Provide timely and accurate information to incoming customer calls and support tickets.
</p></li><li><p>Gather customer feedback, translating it into actionable responses consisting of software enhancement requests / business requirements
</p></li><li><p>Proactively identify opportunities to enhance customer proficiency with company software by recognizing common issues and soliciting input from the Support Team.
</p></li><li><p>Escalate problems to appropriate individuals within the SuranceBay team.
</p></li><li><p>Provide timely feedback to the company regarding service failures or customer concerns.
</p></li><li><p>Versatile attitude with the ability to work independently within a small team.
</p></li></ul><h2 class="jobSectionHeader"><b>Competencies:
</b></h2><ul><li><p>Customer/Client Focused
</p></li><li><p>Superior Phone Skills
</p></li><li><p>Problem-Solver
</p></li><li><p>Technical proficiency with supporting web-based applications on Windows and MacOS
</p></li><li><p>Time Management
</p></li><li><p>Communication Proficiency
</p></li><li><p>Stress Tolerance/Patience
</p></li><li><p>Teamwork Oriented
</p></li><li><p>Insurance industry knowledge and/or ability to learn quickly
</p></li></ul><h2 class="jobSectionHeader"><b>Position Type and Expected Hours of Work:
</b></h2><p>This is a full time, work-from-home position.
</p><p><b>Days and hours of work:
</b></p><p>Monday through Thursday: 8:30AM to 5:30pm
</p><p>Friday: 8:30AM to 4:00PM
</p><h2 class="jobSectionHeader"><b>Other Duties:
</b></h2><p>Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this position. Duties, responsibilities and activities may change at any time with or without notice.</p></div>
<br><div><h2 class="jobSectionHeader"><b>Requirements:
</b></h2><ul><li><p>Proven software support experience
</p></li><li><p>Strong phone and e-mail contact handling skills
</p></li><li><p>Ability to multi-task, prioritize and manage time effectively
</p></li><li><p>Ability to easily adapt to changing work situations
</p></li><li><p>Technical documentation experience
</p></li><li><p>A quiet home work space with fast, reliable internet
</p></li></ul><h2 class="jobSectionHeader"><b>Preferred Education and Experience:
</b></h2><ul><li><p>Degree, certification, or commensurate experience required.
</p></li><li><p>Proven customer service experience.
</p></li><li><p>Computer/software experience.
</p></li><li><p>Insurance industry experience is helpful.</p></li></ul></div>
<br><p></p><div><p>For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.
</p><p>At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.
</p><p>For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work&reg; for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. In addition to our Great Place to Work&reg; Certification, we&rsquo;ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World&rsquo;s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.
</p><p>We&rsquo;re 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.
 </p><p><b>Verisk Businesses
</b></p><p>Underwriting Solutions &mdash; provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision
</p><p>Claims Solutions &mdash; supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences
</p><p>Property Estimating Solutions &mdash; offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient
</p><p>Extreme Event Solutions &mdash; provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.
</p><p>Specialty Business Solutions &mdash; provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance
</p><p>Marketing Solutions &mdash; delivers data and insights to improve the reach, timing,relevance, and compliance of every consumer engagement
</p><p>Life Insurance Solutions &ndash; offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.
</p><p>Verisk Maplecroft &mdash; provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger
</p><p>Verisk Analytics is an equal opportunity employer.
</p><p>Verisk invests in a benefits package for all employees that includes but is not limited to the following: Health Insurance, a Retirement Plan, and a Paid Time Off program. We offer a competitive total rewards package that includes base salary determined based on role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and / or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
</p><p>All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk&rsquo;s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.
</p><p>https://www.verisk.com/company/careers/
</p><p>Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.</p></div><p></p>

Saas Support Specialist

Level AI

<div>
 Level AI was founded in 2019 and is a Series C startup headquartered in Mountain View, California. Level AI revolutionizes customer engagement by transforming contact centers into strategic assets. Our AI-native platform leverages advanced technologies such as Large Language Models to extract deep insights from customer interactions. By providing actionable intelligence, Level AI empowers organizations to enhance customer experience and drive growth. Consistently updated with the latest AI innovations, Level AI stands as the most adaptive and forward-thinking solution in the industry.
 <br/>
 <br/>
 As one of the critical members of Level&rsquo;s rapidly growing go-to-market team, your work will be new and of the highest impact to shape the future of AI in businesses. Our team has experience from Amazon Alexa, Facebook, Google, and other leading organizations. We place trust in our employees to blaze their own path to success and will empower you with the freedom and resources you need to be effective in your role.
 <br/>
 <br/>
 <strong>
  Job Overview:
 </strong>
 The Tech Support Specialist will play a crucial role in ensuring the smooth operation and satisfaction of our customers by providing technical assistance and support related to Level AI&rsquo;s software. This role involves responding to queries, troubleshooting, isolating problems, and determining and implementing solutions. You must be comfortable partnering with product and engineering to identify and prioritize issues and communicate progress back to our clients.
 <br/>
 <br/>
 <strong>
  Responsibilities:
  <br/>
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Tech Support members are experts on Level AI&rsquo;s product and apply their technical knowledge to support customers
  </li>
  <li>
   Partner with the Customer Success teams and engineering to troubleshoot customer issues, and deliver solutions
  </li>
  <li>
   Answer knowledge based questions about the product, and advise on best practices.
  </li>
  <li>
   Develop domain expertise in the areas of common SaaS Integrations (such as Salesforce and Kustomer) and Level AI&rsquo;s NLU use cases
  </li>
  <li>
   Document best practices, and answers to common questions and issues
  </li>
  <li>
   Collaborate with Engineering to prioritize product issues and solutions
  </li>
  <li>
   Design and implement scalable processes to build out the support team, globally.
   <br/>
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements:
  <br/>
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Requirements:Technical experience with modern SaaS applications and systems
  </li>
  <li>
   Ability to stay organized and handle multiple complex customer tickets simultaneously.
  </li>
  <li>
   Experience with cloud data warehouse technologies such as Snowflake and connectors such as FiveTran is a plusExperience with reporting tools would be an advantage
  </li>
  <li>
   Understanding NLU technologies and their applications is a huge plus
  </li>
  <li>
   Must be available in PST hours
   <br/>
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 To know about us: https://thelevel.ai/
 <br/>
 <br/>
 Funding : https://www.crunchbase.com/organization/level-ai
 <br/>
 <br/>
 LinkedIn: https://www.linkedin.com/company/level-ai/
</div>


Tech Support Engineer(Noida)

Svytel Communication

<p><b>About Aiwati Solutions Pvt Ltd</b></p><p>Aiwati Solutions is a SaaS CPaaS platform providing <b>WhatsApp Business API, Google RCS, Bulk SMS, and Omnichannel CRM solutions</b> to SMEs and enterprises. Our mission is to simplify customer communication with secure and scalable technology.</p><p><b>Role Overview</b></p><p>We are looking for a <b>Customer Technical Service &amp; Analytics Executive</b> to provide technical support to clients, resolve issues efficiently, and analyze usage data to ensure smooth operations. The role requires both <b>technical problem-solving skills</b> and <b>customer communication ability</b> in English.</p><p><b>Key Responsibilities</b></p><ul><li>Provide <b>L1/L2 technical support</b> for SaaS/CPaaS products (WhatsApp Business API, Bulk SMS, RCS).</li><li>Handle customer queries via email, chat, and calls in <b>professional English</b>.</li><li>Troubleshoot issues related to onboarding, APIs, message delivery, dashboards, and integrations.</li><li>Work with the technical team to escalate and resolve complex issues.</li><li>Prepare <b>weekly and monthly analytics reports</b> on customer usage, campaigns, and KPIs.</li><li>Assist customers with <b>account setup, configuration, and training</b>.</li><li>Document FAQs, guides, and maintain knowledge base for recurring issues.</li><li>Ensure high customer satisfaction and SLAs are met.</li></ul><p><b>Skills &amp; Qualifications</b></p><ul><li>Bachelor&rsquo;s degree in IT/Computer Science/Engineering or related field.</li><li>Minimum <b>2 years of experience</b> in customer support, technical service, or SaaS analytics.</li><li>Strong communication skills in <b>English (spoken &amp; written)</b>.</li><li>Knowledge of APIs, SaaS platforms, CRM tools, and cloud services.</li><li>Ability to analyze technical data and generate insights/reports.</li><li>Proficiency in Excel/Google Sheets, reporting dashboards, and ticketing tools.</li><li>Problem-solving attitude with customer-first approach.</li></ul><p><b>What We Offer</b></p><ul><li>Salary: &#8377;15,000 &ndash; &#8377;20,000 per month (based on experience).</li><li>Growth opportunities in SaaS &amp; CPaaS technology sector.</li><li>Exposure to large enterprise clients &amp; global platforms.</li><li>Dynamic and collaborative startup work culture.</li></ul><p>Job Type: Full-time</p><p>Pay: &#8377;15,000.00 - &#8377;20,000.00 per month</p><p>Language:</p><ul><li>English (Preferred)</li><li>Hindi (Preferred)</li></ul><p>Work Location: Remote</p>

Customer Technical Service & Analytics Executive

Subscript

<div><h3 class="jobSectionHeader"><b>We&rsquo;re looking for a Technical Support Specialist to join our Data Solutions team.</b></h3><p>
Our team is split into two strands: Implementation and Support. The Implementation specialists work with new customers during their onboarding, to set up their data and integrations in Subscript, while the Support specialists take over once the customer is live and helps them as they use the our product for their day-to-day operations, encounter (we hope rare) issues and expand their use cases.</p><p><b>
Exciting update</b>: We just closed our Series A earlier this year (see more details here). It's a really fun + empowering time to be joining our Subbie team!</p><h3 class="jobSectionHeader"><b>
The basics</b></h3><ul>
<li>The <b>product &#10024;</b>: We're building the premier metrics-first finance and billing platform that empowers B2B SaaS leaders to invoice their customers, tell their ARR story, and track accounting revenue, all in one place&mdash;regardless of how complex their customers' contracts are</li>
<li>The <b>role you'll play</b> on our team:
</li>You'll be the first point of contact for existing customers after they've gone live with the Subscript platform <li><ul><li>. You&rsquo;ll diagnose, reproduce &amp; resolve issues and will work with our customers on technical questions, product configuration, data issues, back-end tasks, custom reporting and anything else you can think of that a customer might ask us for support with.</li>
<li>You'll work with customers on topics such as ARR metrics, invoices and accounting revenue, CRMs (e.g. Hubspot, Salesforce), general ledgers (e.g. Quickbooks, Xero, Netsuite), and payment processors (e.g. Stripe), and spreadsheets. You will need to develop the appropriate level of knowledge to support our customers from both a product and financial perspective.</li>
<li>You&rsquo;ll collaborate closely with our Implementation Specialists, Engineering and Product teams to triage issues, document patterns and help improve the customer experience, our internal and external documentation and tooling.</li>
<li>Over time, you&rsquo;ll help shape how Support evolves within Subscript - building reusable documentation, refining internal processes and helping us scale an excellent customer experience. We will want to hear all your ideas!</li>
<li>This role will primarily cover <b>US West hours</b>, with <b>flexibility</b> <b>required</b> to cover <b>APAC</b> <b>hours</b>.
</li><li>You can expect to split your day across these main tools:
</li><li><ul><li><b>Front -</b> triaging tickets, managing Slack threads, chasing internal/external updates and, above everything, keeping our customers updated at every step.</li>
<li><b>Github</b> - filing and tracking bug tickets, UX improvements and feature requests on behalf of our customers.</li>
<li><b>SQL -</b> diagnosing issues and extracting custom data requests.</li>
<li><b>Postman/APIs -</b> fetching and exploring external data (e.g. Hubspot deals or Quickbooks invoices) that are being ingested into Subscript to diagnose issues.</li>
<li><b>Internal configuration JSON files -</b> inspecting and updating the transformation rules for our ETL pipeline to resolve customer issues.</li>
<li><b>Spreadsheets -</b> transforming and cleaning clients' data to be ingested into Subscript, as well as validating results.</li>
<li><b><i>(Bonus)</i></b><b> Python -</b> this isn't strictly required, but we occasionally make use of Colab notebooks to do data fetching and/or transformation that would be too challenging via other methods</li>
</ul></li><li>You'll be an early member of our Support team and will help define what the role becomes as we grow! You'll work closely with the whole company, including our co-founders Sidharth Kakkar and Michelle Lee. They formerly built and successfully exited a B2B SaaS company called Freckle Education and this is their second start-up.
</li>We're a lean and mighty team (current under 30 people, but growing quickly!), so you'll have a huge say in how we shape and build all parts of our organization &zwj;<li> &#65039;. You'll have a ton of autonomy in defining + iterating on best practices and processes to really help both our customers AND our teammates reach the moon!</li>
<li>You'll not only work directly with the customer tickets you take on, but also support other team members as they encounter new challenges and could learn from your experience and insight. There&rsquo;s no such thing as &ldquo;staying in your lane&rdquo; at Subscript!</li>
</ul></li><li>The <b>way we work</b>:
</li><li><ul><li>We are an <b>asynchronous</b> team</li>
<li><ul><li>We don't do scheduled internal meetings, so the vast majority of communication is available to anybody at any time in written documentation, whole-company Slack channels and video documentation. If you're sick of pointless meetings, this is the place for you!</li>
<li>Sounds a little nuts, right? But it works! And it's one of our secret sauces for why our team is so high-performing (and happy!). You can hear more about working in our Async culture in this podcast episode featuring our CEO.</li>
<li><ul><li>&#65039; For customer-facing positions, this still means no internal meetings, but requires being available for our customers, that are based all over the world, for timely support (including live calls) in the advertised shift for this position. This role requires <b>core US West working hours (not just partial overlap) with flexibility to cover APAC</b>.</li></ul></li>
</ul></li><li>We operate completely <b>autonomously</b></li>
<li><ul><li>No one will tell you what to do; everyone gets transparent context and details about the company goals and you will figure out how to work towards them with the rest of the team!</li>
<li>You'll have to figure out a lot of things by yourself, ask the right questions and shape your own onboarding. If that sounds like an awesome challenge that would motivate and challenge you, then the possibilities to really make an impact are endless.</li>
</ul></li><li>This is a <b>remote job</b> - work anywhere you want as long as you work your core hours.</li>
<li>We're a team that <b>loves working together</b>
</li>We love playing board games (these we do synchronously <li><ul><li>). Full-time team members meet up multiple times per year for live off-sites around the world (expenses paid!)</li></ul></li>
</ul></li>
</ul><p></p><h3 class="jobSectionHeader"><b>Our interview process</b></h3><p>
We like to be really transparent and communicative about everything at Subscript, including our interview process:</p><p>
Our interview process is designed to focus on your intuition with analytics, and your ability to <b>communicate clearly (both written and in video calls)</b>. We default to asynchronous communication internally, so the majority of the interview process follows suit .</p><p>
The interview will focus around your ability to understand, support, and engage our awesome customers</p><ul>
<li>
First, we&rsquo;ll ask you to respond to a simulated customer interaction, over email, with a short supporting video.</li>
<li>Then, you&rsquo;ll receive a more focused exercise, where you&rsquo;ll be able to use and display your SQL and spreadsheet skills, which we need for many support issues.</li>
<li>Finally, the last task is a call with our Support Lead, in two parts:</li>
<li><ul><li>a live role play where we will play the role of a customer having an issue we&rsquo;re asking for your help to understand, troubleshoot and answer if possible.
</li><li>a short chat to talk through your background, career goals, and working style, which will also offer you the chance to talk through questions you may have about the role, the product, the team, or whatever else is on your mind.</li>
</ul></li>
</ul><p>Throughout this process we want you to get to know us better and understand how we work. It's important for us that our company and working style is a good fit for <i>you </i>and that you have everything you need to make the right decision.</p><p><b>
Requirements</b></p>
You're kind, empathetic, and communicative . Both externally, as you'll be collaborating closely with customers, as well as internally, as you'll be supporting with the broader team in written docs<ul><li> + recorded videos.</li>
Our ideal candidate loves data<li> (analyzing it, talking about it, advising our customers using it). You'll be acting in a key position to help our customers a key strategic advisor to our customers using that data! <b>You must have customer-facing experience.</b>
</li><li>We're looking for...
</li><li><ul><li>a background in customer-facing communication, preferably in a technical position</li>
<li>excellent troubleshooting skills</li>
<li>good spreadsheet skills</li>
<li>SQL know-how</li>
<li>knowledge of B2B SaaS business models</li>
<li>ability to work in the timezone requested in this listed</li>
<li>1+ years relevant experience, in a customer-facing role</li>
</ul></li><li>We're also happy to see (but don't require)&hellip;
</li><li><ul><li>experience with general ledgers used in SaaS finance (e.g. Quickbooks, Xero, and and Netsuite)</li>
<li>exposure to CRM software (Hubspot and Salesforce)</li>
</ul></li>
</ul><p><b>Benefits</b></p><ul>
<li>
Unlimited vacation</li>
<li>Benefits appropriate to your location (health/dental/vision in the USA)</li>
<li>Company-wide retreats multiple times per year, all expenses paid</li>
<li>Like all start-ups we're scrappy, but not scrappy on compensation: Subscript is committed to paying our awesome team members at market-rate, including benefits.</li></ul></div>

Technical Support Specialist US-West (SaaS B2B Finance Data)

Fresha

<div><div><b>About Fresha</b></div><div></div><div><br>
Fresha is the leading marketplace platform for beauty &amp; wellness trusted by millions of consumers and businesses worldwide. Fresha is used by 130,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date.</div><div></div><div><br>
The company is headquartered in London, United Kingdom, with 15 global offices located across North America, EMEA and APAC.</div><div></div><div><br>
Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive business software and financial technology solutions.</div><div></div><div><br>
Fresha&rsquo;s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.</div><div></div><div><br>
The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google</div><div></div><div><b><br>
Role overview</b></div><div></div><div><br>
Given our exciting and progressive growth plans, we are looking for an exceptional B2B Software Support Specialist to come and join our global Software as a service business.</div><div></div><div><br>
Working collaboratively with partners, you will be accountable for Support tickets and communicate via different channels email, voice/phone, live chat, Social Media, WhatsApp, and SMS at Fresha.</div><div></div><div><br>
This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.</div><div></div><h3 class="jobSectionHeader"><b><br>
Delight our partners and their clients</b></h3><ul><li>
Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner&rsquo;s clients</li><li>
Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams</li><li>
Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention</li><li>
Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business</li><li>
Be a proactive problem solver, going the extra mile to delight our partners</li></ul><h3 class="jobSectionHeader"><b>
Testing and investigating</b></h3><ul><li>
Proactively test and investigate problems that our partners raise in our software</li><li>
Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving</li><li>
Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes</li></ul><h3 class="jobSectionHeader"><b>
High Performance
</b></h3><ul><li>Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha</li><li>
Adhere to our Service Level Agreement (SLA) and prioritise timely resolution of tickets</li><li>
Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure</li><li>
Support your CX colleagues to achieve their targets and become high performers</li><li>
Constantly strive to raise the standards across the team to create a high performing culture</li></ul><h3 class="jobSectionHeader"><b>
How to be successful at Fresha</b></h3><ul><li><b>
Curious problem solver</b>, you want to get to the root cause of problems and find creative solutions to exceed our partners expectations</li><li><b>
Passionate about delighting our partners</b> and their clients so they never want to leave Fresha and advocate for the brand</li><li><b>
Deliver high quality written responses</b> in English to partner questions and queries</li><li><b>
Technical mindset</b>, comfortable using, navigating and explaining how to use our multifaceted Health and wellness software</li><li><b>
Ability to work at pace</b>, continually learning as our software continue to grow and evolve</li><li><b>
Comfortable dealing with ambiguity</b> and learning through testing and using the product</li><li><b>
Enthusiasm, positivity</b> and a can do attitude</li><li><b>
Comfortable taking feedback on board</b>, applying it to your daily activities and demonstrating humility</li></ul><div><b>
Inclusive workforce<br>
</b></div><div></div><br>
<div>At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.</div><div></div><div><br>
We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.</div><div></div><div><br>
We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.</div><div></div><div><br>
If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.</div></div>

B2B Software Customer Support Specialist (Dubai)

Pavago

<b>Job Title:</b> Tech Support Specialist
<br><b>Position Type:</b> Full-Time, Remote
<br><b>Working Hours:</b> U.S. client business hours (with flexibility for shifts, weekends, or on-call rotation depending on SLA requirements)
<br><br>
<b>About the Role:</b><br>
Our client is seeking a Tech Support Specialist to provide timely, effective technical assistance to customers and internal users. This role involves troubleshooting hardware, software, or SaaS issues, resolving tickets, and escalating complex cases to higher-tier teams. The Tech Support Specialist ensures customers feel supported and that technical issues are resolved quickly, accurately, and professionally.
<br><br>
<b>Responsibilities:</b><b>Customer Support & Troubleshooting:</b><br>
<ul>
<li>Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, or ServiceNow.</li>
<li>Diagnose and resolve Level 1/Level 2 technical issues (password resets, connectivity issues, app errors).</li>
<li>Provide step-by-step guidance to customers in non-technical language.</li>
</ul>
<b>Issue Escalation:</b><br>
<ul>
<li>Escalate unresolved or complex issues to Tier 2/3 support, DevOps, or engineering teams.</li>
<li>Document troubleshooting steps before handoff to minimize duplication of work.</li>
</ul>
<b>System Administration (Basic):</b><br>
<ul>
<li>Perform account provisioning, access permissions, and system resets.</li>
<li>Support onboarding/offboarding processes for internal users.</li>
</ul>
<b>Documentation & Knowledge Base:</b><br>
<ul>
<li>Create and update internal support documentation and FAQs.</li>
<li>Document recurring issues and solutions to improve resolution speed.</li>
</ul>
<b>Monitoring & Alerts:</b><br>
<ul>
<li>Use monitoring tools (Datadog, Splunk, New Relic, or equivalent) to identify issues proactively.</li>
<li>Report trends and recurring problems to leadership for root cause analysis.</li>
</ul>
<b>Collaboration:</b><br>
<ul>
<li>Partner with product, QA, and engineering teams to provide feedback on bugs or feature requests.</li>
<li>Share customer insights to improve product functionality.</li>
</ul>
<b>What Makes You a Perfect Fit:</b><br>
<ul>
<li>Clear, empathetic communicator with strong problem-solving skills.</li>
<li>Comfortable working across multiple systems and tools simultaneously.</li>
<li>Calm and professional under pressure, especially with frustrated customers.</li>
<li>Detail-oriented with strong documentation habits.</li>
</ul>
<b>Required Experience & Skills (Minimum):</b><br>
<ul>
<li>1–2 years technical support, IT helpdesk, or customer-facing troubleshooting.</li>
<li>Experience with ticketing systems (Zendesk, Jira, ServiceNow).</li>
<li>Familiarity with SaaS applications, networking basics, or operating systems (Windows, macOS, Linux).</li>
<li>Strong written and verbal English skills.</li>
</ul>
<b>Ideal Experience & Skills:</b><br>
<ul>
<li>CompTIA A+, Network+, or equivalent certifications.</li>
<li>Experience supporting APIs, integrations, or SaaS platforms.</li>
<li>Exposure to monitoring tools (Datadog, Splunk, New Relic).</li>
<li>Industry experience in SaaS, IT services, or hardware support.</li>
</ul>
What Does a Typical Day Look Like?
<br>A Tech Support Specialist’s day revolves around resolving technical issues and ensuring customers remain productive. You will:
<br><ul>
<li>Start by checking ticket queues, prioritizing urgent SLA-bound issues.</li>
<li>Respond to support tickets and calls, troubleshooting step by step and documenting your process.</li>
<li>Escalate complex issues to Tier 2/3 support, ensuring detailed notes are logged.</li>
<li>Update FAQs and knowledge base articles as recurring issues are identified.</li>
<li>Collaborate with product and engineering teams to flag bugs or provide feedback.</li>
<li>Wrap up by reviewing metrics (ticket resolution times, backlog) and planning improvements.</li>
</ul>
<b>In essence:</b> you are the first line of defense for technical problems, ensuring issues are resolved efficiently while keeping customers confident and informed.
<br><br>
<b>Key Metrics for Success (KPIs):</b><br>
<ul>
<li>First Response Time (FRT) within SLA.</li>
<li>Average Resolution Time (ART) reduced over time.</li>
<li>First Contact Resolution (FCR) rate ≥ 70–80%.</li>
<li>CSAT score ≥ 90%.</li>
<li>Knowledge base updated regularly with recurring solutions.</li>
</ul>
<b>Interview Process:</b><br>
<ul>
<li>Initial Phone Screen</li>
<li>Video Interview with Pavago Recruiter</li>
<li>Practical Task (e.g., resolve 2–3 simulated support tickets or walk through a troubleshooting case)</li>
<li>Client Interview with Support/Engineering Leadership</li>
<li>Offer & Background Verification</li>
</ul>


Technical Support Specialist (IT Support Specialist)

Activepieces

<div><h1 class="jobSectionHeader"><b>Job Title: Enterprise Customer Support Specialist</b></h1><p><b>
Location:</b> Remote</p><h2 class="jobSectionHeader"><b><br>
About the Role</b></h2><p>
We&rsquo;re looking for a proactive, empathetic, and technically strong Enterprise Customer Support Specialist to help our enterprise customers succeed with automation. You&rsquo;ll guide onboarding, solve technical issues, and make sure customers get real value from Activepieces. This role focuses on trust, adoption, and long-term success.</p><p></p><h2 class="jobSectionHeader"><b>
What You&rsquo;ll Do</b></h2><ul><li><p>
Serve as the primary support contact for enterprise customers</p></li><li><p>
Troubleshoot complex automation and platform issues</p></li><li><p>
Document solutions and build knowledge base content</p></li><li><p>
Identify adoption blockers early and support retention</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
What You&rsquo;ll Need</b></h2><ul><li><p>
3+ years in customer or technical support (SaaS preferred)</p></li><li><p>
Strong technical understanding of Automation Software
</p></li><li><p>Excellent communication and problem-solving skills</p></li><li><p>
Experience working with enterprise accounts</p></li><li><p>
Comfortable with async work in a fast-moving startup</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
Why Join Us</b></h2><ul><li><p>
Small team with high ownership and visible impac</p></li><li><p>
Remote-first, async, flexible culture</p></li><li><p>
Help businesses automate what matters most</p></li></ul></div>

Enterprise Customer Support

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