Technical Support Specialist - T1
Core
First-line technical support specialist for a B2B SaaS subscription commerce platform, resolving issues for customers and partners.
Role type
Tier 1 Technical Support Specialist
Builds
AppDirect's partner network platform connecting B2B software vendors with partners
Domain
B2B SaaS / Subscription Commerce / Partner Ecosystems
Deliverable
client delivery
Required skills
troubleshooting methodology, ticketing platform proficiency, written and verbal communication, documentation, SLA management
Preferred skills
familiarity with web technologies (HTML, JSON, REST APIs), French language proficiency
Technologies
Zendesk, Salesforce Service Cloud
Responsibilities
Serve as first point of contact for inbound support tickets, chats, and emails; Troubleshoot and resolve platform issues spanning account management, subscription provisioning, billing, and third-party integrations; Document all cases with clear, reproducible steps in the ticketing system; Escalate complex or unresolved issues to Tier 2/Tier 3 support with thorough handoff notes; Contribute to and maintain internal knowledge base articles and customer-facing FAQs; Surface recurring issue trends and product pain points to the Support Operations team.
