Technical Support Specialist for SaaS Applications
2 weeks ago
We are seeking a skilled SaaS Application Support Specialist to join our team at Fulcrum Digital.
This role is responsible for delivering exceptional technical support to our customers, troubleshooting complex issues, and resolving problems efficiently.
Key Responsibilities- L1 Support:
Receive and triage incoming support tickets and inquiries via various channels, quickly identify and resolve common issues, and provide clear explanations to customers. - L2 Support:
Investigate and diagnose complex technical issues, escalate critical issues to higher-tier support or development teams, and collaborate with development teams to identify solutions. - Customer Relationship Management:
Build strong relationships with customers, maintain a positive customer experience, and proactively communicate with customers regarding issue status and resolution timelines. - System Monitoring and Maintenance:
Monitor system performance, identify potential issues, and perform routine system maintenance tasks to ensure the smooth operation of our SaaS application.
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