SaaS Technical Support

## About the role Regroup Mass Notification — a global company with headquarters in Dallas— is looking for a Remote Technical Support Tech. Regroup believes in working with talented yet humble people who care about our core mission: Keeping communities and organizations safe and informed. We are seeking an experienced technical support engineer with diverse knowledge of SaaS management, email, screen-sharing, hotline, client, and end-user support. Someone who is a fast tempo, goal-minded with quality always in mind, and who is willing to go the extra mile. You are: Excited about solving problems, serving customers, and supporting a team that is passionate and driven by the core values of keeping organizations and communities safe and informed. ## Responsibilities - Respond to customer technical problems/issues related to company software via email and phone. - Use troubleshooting techniques and tools to identify issues or problems with the software and follow-up to ensure resolution and customer satisfaction. - Advise/educate customers within procedural guidelines to ensure a complete solution to their technical questions. - Remain knowledgeable of the company's product line, current industry products, and technologies. - Focus on delivering a positive ## Requirements - Excellent customer service skills. - Advanced verbal and written communication skills. - Significant knowledge of SaaS products, APIs. - Expert knowledge of Google Suite programs. - Experienced organization and problem-solving skills. - 2-4 years experience in technical support or related fields. - 2-4 years related, industry, or segment experience. - Strong organization and telephone etiquette skills. - A proven ability to effectively and efficiently work under time constraints and high-pressure environments. - Someone able to be accountable for all tickets assigned, and meet any and all service-level agreement requirements set - Being a humble team member who is always willing to learn from and support the team. - Someone who excels at working with others but is also comfortable being a self-starter. We are a global company with many different branches — comfort with collaboration with people in different countries, time zones, and an open heart to other cultures is a must. ## Remote Work Requirements - A dedicated internet connection of at least 10 Mbps - Experience using web-based technologies such as softphones, Salesforce, Google Calendars, and Documents - A reliably quiet environment from which you can make phone calls uninterrupted and free of background noise.