Simera is a global employment company that connects top talent with remote work opportunities offered by its network of US-based clients. Our technology creates talent profiles for job seekers based on their skills, work history, and education. Our talent consultants meet with each qualified candidate to understand their career goals and salary requirements so that we can find the right match.
Summary:
We are seeking a skilled Tech Support Specialist (SaaS) to provide exceptional technical assistance to customers using our SaaS platform. The ideal candidate will possess a strong SaaS background with involvement in technical (software) troubleshooting, excellent problem-solving skills, and a customer-centric approach to resolve technical issues efficiently. This role involves troubleshooting, customer training, and ensuring client satisfaction.
Key Responsibilities
- Serve as the first point of contact for customers experiencing technical issues with the SaaS platform.
- Diagnose, troubleshoot, and resolve software, configuration, or integration issues.
- Collaborate with internal teams to ensure timely resolution and updates for customers.
- Assist customers in onboarding, configuration, and customization of the SaaS platform.
- Provide training sessions and webinars for end-users to optimize platform usage.
- Provide feedback to the product team based on customer insights and recurring issues.
Qualifications
- Proficiency in English language skills at either B2 or C1 level is required
- English Resume is required
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 2+ years of experience in a technical support or helpdesk role, preferably in SaaS.
- Strong understanding of SaaS platforms, APIs, and integrations.
- Strong analytical and problem-solving abilities.
- Ability to handle stressful situations and high-pressure environments