Technical Support, Associate Specialist
Core
Resolve complex B2B SaaS customer issues across phone, chat, and ticketing channels by troubleshooting web applications, integrations, and authentication systems.
Role type
Associate Technical Support Specialist (B2B SaaS)
Builds
Customer support solutions and knowledgebase articles for enterprise clients
Domain
B2B SaaS, Customer Support, Web Applications
Deliverable
client delivery
Required skills
Technical troubleshooting, Root cause analysis, Case management (CRM/Zendesk), Multi-channel support (phone/chat/ticketing), Authentication concepts (SSO/MFA), Analytical thinking, Knowledge management (KCS)
Preferred skills
CRM/engagement platforms, Financial systems, Payment processing, Education software, APIs/integrations
Responsibilities
Investigate and resolve complex customer issues, Troubleshoot using browser tools and API clients, Create and maintain knowledgebase articles, Provide support across phone, chat, and ticketing channels, Escalate issues with structured summaries, Align to US business hours for North American customers