Technical Support Specialist (Zendesk & SaaS)

We are seeking a skilled Technical Support Specialist with strong experience in Zendesk and SaaS environments. You will play a key role in providing technical assistance to customers, troubleshooting issues, and escalating complex problems to internal teams. The ideal candidate will have a deep understanding of customer service in a B2B software setting and a passion for problem-solving.

Key Responsibilities:
Provide technical support to customers via email , chat, and phone, ensuring timely and accurate responses.
Use Zendesk to manage and resolve customer queries, escalating inquiries when necessary.
Alert the Engineering team of bugs and other technical issues.
Communicate with cross-functional teams (Engineering, Product, etc.) through Slack and other internal tools to resolve customer issues.
Utilize templated responses to handle common customer queries.
Collaborate with the Customer Success and Product teams to ensure a seamless customer experience.

Must-Have Qualifications:
2+ years of experience with Zendesk or a similar ticketing platform (Zendesk strongly preferred).
Proven experience in technical support, specifically in a SaaS or B2B software environment.
Strong communication skills, with the ability to explain complex technical concepts to non-technical users.
Experience troubleshooting software-related issues and providing customer-centric solutions.
Familiarity with cross-functional communication tools like Slack.

How to Apply:
Please attach a Google link to your resume for review. If qualified, our team will reach out via email with the next steps.