Technical Support Specialist - Back Office
Core
First point of contact assisting customers with software via phone, chat, email, and screen-sharing to resolve technical issues and prevent escalations.
Role type
Technical Support Specialist (Back Office)
Builds
Customer experience and issue resolution for small business owners in the trades
Domain
SaaS / Home & Commercial Service Industry
Deliverable
client delivery
Required skills
troubleshooting, critical thinking, complex software mastery, multi-tasking, prioritization, creative solutioning
Preferred skills
Home/Commercial Service Industry knowledge
Technologies
Salesforce Support Console, internal chatbot
Responsibilities
Act as first point of contact for software support; develop creative solutions and workflows; prevent and de-escalate customer issues; provide comprehensive technical solutioning
Seniority
Individual Contributor