Technical Support (Saas)

\n What does a day in the life as a Technical Support (SaaS) look like?Maintaining an understanding of Products and services offerings.Handling of Level 1 Inbound Calls, Chat and Emails through the portal.Completing level 1 troubleshooting or tasks that may be requested by users or the sales team.Work directly with Tier 2 or Tier 3 support and development team when necessary for more complicated problem resolution.Process and manage escalations, with follow up for the customer at resolution.Resolving complaints and preventing additional issues by making recommendations for improving processes. Ability to navigate the App and Web Dashboard to speak to and assist customers with Basic Usage and Troubleshooting questionsUnderstanding of CRM and Help Desk software and procedures Communicating with clients in a timely, efficient manner.Create articulate written exchanges (chat or email) that contain clear and concise instructions and answers for the end user. What are the required qualifications for a Technical Support (SaaS)?At least 1 year of experience in a customer-facing support role with technical support experience or similar role for software or SaaS applicationsDemonstrate the ability to be composed and professional on the phone, through video calls and email. Empathy for a company and operators who are growing and changing processes Ability to collect, organize, and analyze large amounts of data. Ability to communicate effectively with all levels of skill and technology understanding. Adaptability and strong problem-solving skills. You understand how to deflect frustration and demonstrate professionalism. Excellent active listening skills. Exceptional verbal and written communication skills. Building relationships with clients based on trust and respect. Understands and familiar with Excel as well other Office and GSuite software Ability to adapt to ever changing workplace. Being flexible.Understanding Transportation and Logistics industry is a plus
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