Listen to customer concerns, ask effective questions, and gather the information needed to understand the issue and determine an appropriate path to resolution.
Take ownership of customer issues from initial report through resolution, maintaining communication and follow-up throughout the process.
Manage and maintain a case backlog within a service management system, including detailed documentation, prioritization, and follow-up.
Work toward First Contact Resolution (FCR) by thoroughly assessing, troubleshooting, and resolving customer issues whenever possible.
Triage reported incidents based on severity, urgency, customer impact, and available information.
Research reported issues using available tools and resources to determine whether they are known issues, configuration problems, user errors, or potential defects.
Troubleshoot technical problems by analyzing reported issues, reproducing issues when possible, testing potential solutions, and documenting findings and resolution steps.
Investigate and research issues independently before escalating, providing clear documentation of troubleshooting performed, findings, and any relevant supporting information.
Collaborate with Product and Engineering teams when additional investigation or escalation is required, while continuing to own the customer issue through resolution.
Communicate technical information clearly to both technical and non-technical users and adjust communication style based on the customer’s needs.
Provide technical guidance and user training when needed to help customers better understand and use the platform.
Contribute to the internal knowledge base by documenting solutions, recurring issues, and troubleshooting guidance.
Identify recurring issues and opportunities to improve support processes, documentation, and the overall customer experience.
Participate in ongoing training to stay current with internal systems, tools, product functionality, and proprietary technologies.
Remain receptive to feedback and continuously look for ways to improve individual performance, support practices, and team processes.
Required & Preferred Qualifications
5+ years of professional experience in a customer-facing technical support or help desk role supporting SaaS products.
Demonstrated experience providing direct technical support to end users through phone, chat, web, email, or similar channels.
Strong customer service skills with the ability to remain patient, professional, and empathetic when working with frustrated or dissatisfied customers.
Demonstrated ability to take ownership of customer issues and follow them through to resolution rather than relying on others to resolve problems.
Strong troubleshooting and analytical skills, with the ability to investigate issues, reproduce problems when possible, test potential solutions, and identify likely root causes.
Demonstrated ability to research and troubleshoot issues independently before escalating to another team.
Experience documenting, triaging, troubleshooting, and resolving technical support cases.
Experience working with a service management or ticketing system such as HubSpot, Zendesk, Salesforce Service Cloud, ServiceNow, or a similar platform.
Strong written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical users.
Excellent organizational, time management, and prioritization skills, with the ability to manage a case backlog and multiple competing priorities.
Ability to adapt to changing processes, accept constructive feedback, and continuously improve the way work is performed.
Ability to learn new technologies, systems, and concepts quickly.
Preferred
Microsoft SQL database knowledge.
Experience supporting public sector or government clients.
Experience troubleshooting SaaS applications or proprietary software platforms.
Experience creating or maintaining technical documentation or knowledge base content.
Bachelor’s degree or equivalent professional experience.
