Software Application Support

SupportNinja Careers – Technical Support /

What does a day in the life as a Software Application Support (SaaS) look like?

• Provide exceptional technical support to customers via phone, email, and chat, ensuring thorough troubleshooting and understanding the complete context of each issue.
• Proactively call customers to resolve issues, adding urgency and a personal touch to the support experience, while fully grasping the who, what, when, where, and whys of their situations.
• Manage product-related questions, technical issues, and general inquiries such as billing and finance, directing them appropriately as needed.
• Troubleshoot and diagnose technical issues through research, testing, and remote screen sharing, thinking outside the box to find solutions.
• Communicate with customers to answer product questions and diagnose technical problems, practicing active listening to understand the desired outcomes and working towards achieving them.
• Collaborate with the Engineering team to troubleshoot bugs and escalate issues, being actionable and moving things forward with clarity on what needs to be done and when help is needed.
• Collect feedback from customers and share it with relevant departments to drive continuous improvement, ensuring clear communication about needs and solutions.
• Create and maintain customer resources, such as help articles and internal tools, to provide clear and accessible support.

What are the required qualifications for a Junior Software Application Support (SaaS)?

• At least 2 years of experience in a customer-facing support role with technical support experience or similar role for software or SaaS applications
• Self-starter and self-learner, continuously striving to improve oneself and processes.
• Prior technical support experience working directly with customers.
• Good written and verbal communication skills, with an emphasis on clarity and active listening.
• Experience with spreadsheet software.
• Tech-savvy, adaptable, and comfortable with frequent product updates.
• Superior customer service skills, being resourceful, compassionate, and solution-oriented, with a strong understanding of software and emerging technologies.
• Experience with billings is a plus
• Must be flexible and able to adapt to changes

Nice-to-have qualifications:

• Familiarity Intercom, Jira, Salesforce, or similar support platforms