Technical Support Representative

Job Summary

To support a growing global customer base, the remote Technical Support Representative will handle technical inquiries, maintain Help Center content, and guide Freemium customers through onboarding and setup while working in a fast-paced SaaS environment.

Key responsibilities

• Respond to customer inquiries via Slack, email, and chat, providing effective guidance on product usage and troubleshooting
• Maintain detailed records of customer interactions and contribute to the creation of Help Center articles and video tutorials
• Investigate and resolve technical issues, collaborating with Product and Engineering teams on complex cases

Required qualifications

• 1+ years of experience in customer service or technical support
• 1+ years of experience with CRM and support ticketing systems
• 6+ months of experience using remote collaboration tools (e.g., Slack, Zoom)
• Experience supporting a B2B SaaS product; HR tech experience is a plus
• Strong technical troubleshooting skills and a proven track record of delivering high customer satisfaction