
Help Desk Manager Position
3 days ago
Job Title:
">Technical Support SpecialistKey Responsibilities:
- Provide proactive technical support for customers using our SaaS platform, resolving issues and improving overall customer experience.
- Deliver exceptional support with strong verbal and written communication skills, ensuring clear understanding of complex technical concepts.
- Collaborate with cross-functional teams to improve platform stability, customer satisfaction, and feature adoption, while escalating software issues as needed.
- Document known issues, fixes, and create knowledge base articles for both internal and external use, contributing to a culture of transparency and continuous improvement.
- Assist customers with onboarding, integrations, and platform configurations to ensure seamless adoption and utilization of the platform's features.
- Monitor system health, uptime, and incident alerts, responding proactively to minimize downtime and ensure high availability of our SaaS platform.
- Suggest improvements in support processes, automation, and workflows to optimize efficiency and resolution times, driving business growth and customer loyalty.
Requirements:
- Bachelor's degree in Computer Science, IT, or related field (or equivalent experience).
- 2-4 years of experience in technical support, SaaS, or mobility/dispatch software.
- Previous experience supporting UK and USA-based SaaS products, with understanding of customer expectations, SLAs, and compliance.
- Strong knowledge of web technologies, including Angular, REST APIs, and Cloud platforms.
- Hands-on experience with troubleshooting tools, logs, and debugging techniques.
- Familiarity with SaaS platforms, CRM, and ticketing systems, such as Zoho Desk, Freshdesk, JIRA, and Zendesk.
- Excellent written and verbal communication skills, with a customer-first mindset.
- Ability to manage multiple priorities in a fast-paced startup environment, prioritizing tasks and meeting deadlines.
What We Offer:
- A dynamic and supportive team environment, fostering collaboration and open communication.
- Ongoing training and professional development opportunities, helping you grow and advance in your career.
- A competitive compensation package, including salary, benefits, and perks.
- The opportunity to work on cutting-edge technology, driving innovation and making a meaningful impact.
How to Apply:
- Submit your resume and cover letter, highlighting your relevant experience and qualifications.
- Join our community of like-minded professionals, passionate about delivering exceptional customer experiences.
- Take the first step towards an exciting new career, working alongside a talented team of experts.
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