Customer Software Support

We are seeking a dedicated and detail-oriented Technical Support Specialist to join our team. In this role, you will be the primary point of contact for clients, helping them navigate and maximize the value of our product. You will provide timely and empathetic support, troubleshoot technical issues, and collaborate closely with internal teams to ensure swift resolution of client concerns. Your ability to communicate complex information clearly and your problem-solving skills will be essential in delivering an exceptional customer experience.

Key Responsibilities

Respond promptly to client inquiries through email, phone, or live chat, ensuring a high level of customer satisfaction. Educate clients on product features to help them utilize the software effectively. Build strong, personalized relationships by offering empathetic and tailored support.

Identify the root causes of recurring client issues and guide them toward appropriate solutions. Troubleshoot technical problems related to product deployment, including configuration errors, integrations, and performance bottlenecks. Provide temporary workarounds for known issues until permanent fixes are available.

Maintain meticulous documentation by logging detailed issue tickets in Jira, capturing symptoms, reproduction steps, and impact analysis. Prioritize and categorize issues based on their severity and urgency. Participate in regular team meetings to discuss ongoing challenges, share client feedback, and contribute to continuous improvement efforts.

Serve as a liaison between clients and internal teams such as product managers, developers, and QA engineers to ensure transparency and alignment. Stay current with product updates, features, and functionalities. Assist in creating and maintaining FAQs, user guides, and training materials.

Share best practices and insights with the support team to enhance overall efficiency. Monitor and analyze support metrics including response times, resolution rates, and client satisfaction scores. Generate periodic reports to highlight trends, recurring issues, and opportunities for improvement. Use data-driven insights to recommend enhancements to both the product and support processes.

Required Qualifications

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience. A minimum of 2 years’ experience in technical support, customer success, or a similar role within the SaaS or software industry.

Strong understanding of software systems, databases, APIs, and integrations. Hands-on experience with ticketing systems such as Jira or Zendesk. Excellent verbal and written communication skills, with the ability to simplify complex technical concepts for clients.

Proven ability to manage multiple tasks efficiently in a fast-paced environment. Familiarity with the food and beverage industry is a plus but not mandatory. Strong proficiency in TypeScript is required.

Preferred Qualifications and Benefits

Experience working with cloud platforms like AWS or Azure, as well as web technologies including HTML, CSS, and JavaScript. Certifications in Agile methodologies or relevant tools such as Jira and Confluence are advantageous.

Ability to remain calm and professional under pressure, especially in challenging situations. Candidates with prior experience working in rotating shifts will be preferred.

This role offers the opportunity to contribute meaningfully to a dynamic team focused on delivering exceptional client support and continuous product improvement.