Customer Support Technician
Job Summary
Working remotely in a full-time capacity, the Customer Support Technician will assist customers with day-to-day use of SaaS platforms, resolve common technical issues, and ensure timely support through various communication channels.
Key Responsibilities
- Respond to customer support requests via Pylon, Slack, in-app chat, and email, diagnosing and resolving common issues
- Accurately classify and document incoming support requests, escalating complex issues to relevant teams with clear context
- Contribute to internal and customer-facing documentation, identifying recurring issues and maintaining well-documented tickets
Required Qualifications
- 2-4 years of experience in technical support, SaaS support, IT helpdesk, or a related role
- Comfort working in ticketing systems and real-time support environments
- Ability to learn technical products, workflows, and tools quickly
- Strong written communication skills and attention to detail
Complete Job Description
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