- Deliver customer support and service requests via email and calls, including occasional remote calls
- Provide Tier 1 and Tier 2 support, troubleshoot product behaviors, reproduce reported issues, and escalates complex issues
- Investigate internal tooling, automated logs, customer configuration files, and databases to triage and diagnose issues
- Escalate issues to the appropriate team and remain the customer's main point of contact with progress, impact, and resolution updates
- Perform routine, low-complexity configuration maintenance within pre-approved scopes
- Support delivery tasks such as testing customer configuration changes
- Act as a product expert and explain platform capabilities, limitations, and self-service solutions
- Monitor automated chatbot workflows and suggest improvements
- Collaborate with other teams to investigate complex issues and improve customer experience
Requirements
- Excellent English skills (C1 for both spoken and written)
- 1–3 years of experience in a customer support role within a SaaS, software or technical environment
- Experience using ticketing systems such as Zendesk, Jira or similar support platforms
- Comfortable navigating technical tools or admin interfaces
- Experience applying AI to enhance internal operational workflows and elevate customer-facing deliverables
- Strong troubleshooting and problem-solving skills
- Analytical mindset, proficiency in pattern-recognition and trends across customer support data
- Ability to manage multiple tasks and priorities simultaneously
- Commitment to delivering high-quality customer service and meeting performance targets
- Personal laptop or computer with at least 8GB of RAM
- Stable internet connection with minimum 50 Mbps download and 40 Mbps upload
- Experience in software development, APIs or other technical roles is a plus
Core Competencies
Demonstrates expertise in customer support within a SaaS environment, utilizing strong troubleshooting and analytical skills to enhance customer experience. Proficient in using ticketing systems and navigating technical tools while maintaining high-quality service delivery.
Highest-signal resume keywords
- Customer Support Experience
- Troubleshooting Skills
- Ticketing Systems (Zendesk, Jira)
- Analytical Mindset
- Technical Tool Navigation
Hard Skills
- Troubleshooting
- Pattern Recognition
- Configuration Maintenance
- AI Application in Workflows
- Software Development
- APIs
Soft Skills
- Problem-Solving
- Time Management
- Communication
Industry Keywords
- SaaS
- Technical Support
- Customer Experience
- Service Requests
Tools & Technologies
- Zendesk
- Jira
- Automated Chatbot Workflows
#J-18808-Ljbffr
Technical Support Consultant, SaaS Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
