Remote Customer Support Representative for SaaS Application

We are seeking a friendly and proactive Customer Support Representative to manage user inquiries and deliver a stellar support experience for our SaaS software users. You will respond to tickets and live chats, troubleshoot technical issues, educate users on product features, and escalate complex cases to the technical team. The ideal candidate has strong communication skills, empathy, problem-solving ability, and attention to detail. Prior SaaS or helpdesk experience is preferred but not mandatory.

Key Responsibilities:

- Respond to customer inquiries via email, chat, and support portal

- Resolve basic technical concerns and educate users on system functionality

- Log issues, feedback, and bug reports for internal review

- Provide friendly, clear, and concise responses

- Escalate complex technical problems to engineering or product specialists

- Track, follow up, and ensure resolution or closure of support requests

- Create and update knowledge base documentation

Skills Required:

- Excellent verbal and written English communication

- High empathy, patience, and adaptability

- Basic troubleshooting in web, desktop, or mobile apps

- Familiarity with support tools (Zendesk, Freshdesk, Intercom, etc.)

- Attention to detail, organizational skills, and teamwork

- Ability to work independently and remotely

Deliverables:

- Resolved ticket logs and support analytics

- Up-to-date help center documentation

- Weekly feedback and issue reports

- Customer satisfaction scores or survey participation