Technical Customer Support Saas

Tossdown is a SaaS-based marketing agency specializing in e-commerce and digital marketing solutions tailored specifically for the food industry. We partner with food businesses to develop e-commerce websites, mobile applications, and deliver effective digital marketing strategies. By combining advanced technology with expert services, we empower restaurants to build direct customer relationships and achieve sustainable growth.

Key Responsibilities

- Manage customer queries and provide technical support for both local and international clients, ensuring professional and timely communication throughout the process.
- Take full ownership of customer issues from initial diagnosis to resolution and follow-up, maintaining clear and consistent communication.
- Troubleshoot problems related to websites, online ordering systems, integrations, dashboards, APIs, and other digital products, escalating to Engineering only when necessary.
- Collaborate effectively with cross-functional teams to resolve technical issues and consistently meet defined Service Level Agreements (SLAs).
- Analyze current customer support workflows to identify repetitive, inefficient, or automatable tasks.
- Design and implement automated workflows for ticket creation, categorization, routing, prioritization, escalation, follow-ups, and closure to enhance support efficiency.
- Leverage AI and automation tools to improve ticket classification, response drafting, knowledge retrieval, troubleshooting, and customer communication.
- Develop and maintain comprehensive support documentation, Standard Operating Procedures (SOPs), knowledge bases, and automated tracking systems for recurring issues, response times, resolution times, and SLA breaches.
- Continuously enhance the support system by identifying root causes, automation opportunities, and AI-enabled solutions that reduce manual effort and improve the overall customer experience.

Required Qualifications

- Minimum of 2 years’ experience in Technical Customer Support, Customer Success, Support Operations, or a related role.
- Proven experience working directly with international clients.
- Strong technical background in Computer Science, IT, Software Engineering, or a related field.
- Solid understanding of software products and web-based systems, including APIs, integrations, databases, and web applications.
- Practical knowledge of basic system troubleshooting techniques.
- Hands-on experience with task management tools such as ClickUp for prioritizing tasks, tracking status, managing follow-ups, and coordinating with cross-functional teams.
- Familiarity with workflow automation concepts and basic experience using automation platforms.
- Practical experience incorporating AI tools into professional workflows.
- Excellent verbal and written communication skills in English.
- Strong client-handling and presentation abilities.
- Demonstrated troubleshooting, analytical, and problem-solving skills.
- Ability to work independently and take full ownership of issues from start to finish.

This role offers the opportunity to work in a dynamic environment where technology and customer service intersect to create meaningful impact for food industry clients. If you have a passion for technical support, automation, and improving customer experience through innovative solutions, tossdown provides a collaborative and forward-thinking workplace to grow your career.