Agent, Technical Support
Core
Resolve complex B2B SaaS customer issues by combining technical troubleshooting with deep understanding of customer context and impact.
Role type
Associate B Customer Support Specialist (Technical)
Builds
Customer experience and trust for enterprise clients
Domain
B2B SaaS / Enterprise Software
Deliverable
client delivery
Required skills
Technical troubleshooting, root cause analysis, API client usage, log analysis, SSO/MFA concepts, case management tools, multi-channel communication, KCS practices
Preferred skills
CRM/engagement platforms, financial systems, payment processing, education software, APIs/integrations, email deliverability
Technologies
Postman, Salesforce, Zendesk, browser developer tools
Responsibilities
Investigate and resolve complex customer issues end-to-end, create and maintain knowledgebase articles, provide support across phone/chat/ticketing channels, identify recurring issues to improve efficiency, escalate issues with structured summaries
Seniority
Associate, hands-on IC