Software Support Specialist for Digital Applications
3 weeks ago
We are seeking a skilled SaaS Application Support Specialist to join our team at Fulcrum Digital.
This role is responsible for providing top-notch technical support to our customers, troubleshooting issues, and resolving problems efficiently.
The successful candidate will play a crucial part in ensuring the seamless operation of our SaaS application and maintaining high customer satisfaction.
Key Responsibilities- Receive and triage incoming support tickets and inquiries via various channels
- Quickly identify and resolve common issues using established troubleshooting procedures
- Provide clear and concise explanations to customers, often in non-technical terms
- Document all interactions and resolutions in the ticketing system
- L1 Support:
- Investigate and diagnose common technical issues
- Escalate critical issues to higher-tier support or development teams as necessary
- L2 Support:
- Investigate and diagnose more complex technical issues
- Collaborate with development teams to identify and implement solutions to recurring problems
- Customer Relationship Management:
- Build strong relationships with customers and maintain a positive customer experience
- Proactively communicate with customers regarding issue status and resolution timelines
- System Monitoring and Maintenance:
- Monitor system performance and identify potential issues
- Perform routine system maintenance tasks, such as software updates and configuration changes
Fulcrum Digital is a leading provider of culinary solutions for food management companies and self-operators.
We empower our clients to automate and streamline business operations, reduce food costs, and increase revenue.
What We OfferAs a SaaS Application Support Specialist at Fulcrum Digital, you will have the opportunity to work with a talented team of professionals and contribute to the development of innovative solutions.
You will also have access to ongoing training and professional development opportunities to enhance your skills and knowledge.
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