Technical Support Specialist
Core
Deliver exceptional technical support experiences for SaaS clients by investigating, troubleshooting, and resolving platform issues while collaborating with Product and Engineering to improve the platform.
Role type
Technical Support Specialist (SaaS)
Builds
FYI platform (cloud document management, automation, practice management)
Domain
Accounting SaaS / Cloud Document Management
Deliverable
client delivery
Required skills
technical troubleshooting, root cause analysis, SaaS support experience, product knowledge, cross-functional collaboration, documentation
Preferred skills
accounting practice workflows knowledge
Technologies
FYI platform
Responsibilities
Investigate and resolve technical issues across the platform; Identify root causes and collaborate with engineering for long-term improvements; Maintain accurate documentation and knowledge resources; Identify recurring support trends to improve processes; Support clients during onboarding and new feature releases