Customer Support Technical (SAAS Based Prodcut)

We are looking for a Technical Customer Support professional to join our team and deliver exceptional technical and product-related assistance to customers using our SaaS-based solutions. The ideal candidate will have hands-on experience supporting software products and customers, with a strong focus on customer onboarding, integrations, data configuration, troubleshooting, and issue resolution. This role demands excellent communication skills, analytical thinking, and the ability to collaborate effectively with both customers and internal technical and product teams.

Key Responsibilities

- Support customers throughout the onboarding, configuration, and implementation process to ensure a smooth transition and adoption of our software solutions.
- Troubleshoot customer issues related to data, integrations, mappings, configurations, and overall product functionality.
- Analyze and reconcile financial reports, investigating any data discrepancies or variances to maintain accuracy.
- Understand customer requirements thoroughly and provide appropriate technical and product-related solutions tailored to their needs.
- Assist customers with data configuration, report mapping, and system-related queries to enhance their experience and satisfaction.
- Identify recurring customer issues and work closely with internal teams to coordinate timely and effective resolutions.
- Gather customer feedback and communicate potential product improvement opportunities to relevant departments.
- Validate product functionality against real-world customer workflows and use cases to ensure practical applicability.
- Maintain clear and detailed documentation of customer issues, resolutions, and support activities for future reference.
- Collaborate with Product, Engineering, and other internal teams to resolve complex customer issues efficiently.

Required Qualifications

- Minimum of 2 years’ experience in Technical Customer Support, Customer Success, SaaS Support, Implementation, Business Analysis, Product Support, or a related role.
- Proven experience supporting software products or SaaS-based applications.
- Strong analytical and problem-solving skills to diagnose and resolve technical challenges.
- Good understanding of data, reporting, and financial information to assist in accurate issue resolution.
- Excellent written and verbal communication skills in English to interact effectively with customers and internal teams.
- Ability to investigate technical issues and clearly communicate solutions to customers.
- Strong ownership mentality, attention to detail, and a customer-focused approach.
- Willingness and ability to work with meaningful overlap during US time zones.

Preferred Qualifications

- Familiarity with data integrations, XML/JSON, APIs, or Business Intelligence (BI) tools is preferred.
- Basic knowledge of SQL is considered a plus.

Work Location

This position requires in-person attendance.

This role offers the opportunity to work closely with a dynamic team and contribute directly to customer success by ensuring smooth onboarding and ongoing support for our SaaS products. If you are passionate about technology and customer service, and enjoy solving complex problems, this position could be a great fit.