Description
Position Summary:
We are seeking a
SaaS Application Support Specialist to provide
technical guidance and troubleshooting assistance for our customers. In this role, you will handle
service modification requests, resolve technical issues, and collaborate with internal teams and vendor partners to ensure seamless integration and functionality of our tools on automotive dealer websites. Support requests are managed through
email (Salesforce cases), phone calls, and chat sessions.
Key Responsibilities
- Provide timely and professional support to customers via email, phone, and chat.
- Execute service modifications, including integration configurations, product settings adjustments, website plugin updates, and video settings management.
- Work closely with Sales, Customer Success, and Technical Services to align on customer expectations and address potential delays.
- Collaborate with third-party vendors (e.g., website providers, inventory feed partners) to implement services, troubleshoot issues, and ensure seamless integrations.
- Maintain accurate and up-to-date support ticket documentation in Salesforce.
- Contribute to the enhancement of the online knowledge base by documenting resolutions and best practices.
Perform
quality assurance checks on existing customer implementations to ensure optimal performance.
Requirements
Requirements:
- 1+ year of experience in SaaS or proprietary software technical support.
- Familiarity with website design components, HTML, and CSS.
- Proficiency in ticketing applications such as Salesforce, Zendesk, or similar tools.
- Strong problem-solving skills with the ability to troubleshoot complex issues independently.
- Excellent communication and active listening skills to deliver outstanding customer experiences.
- Ability to manage multiple support tickets efficiently while maintaining high service standards.
- Self-motivated with the ability to work independently while collaborating with cross-functional teams and developers.
- Comfortable working in fast-paced and ambiguous situations, ensuring prompt and confident resolution of customer inquiries.
This role offers the opportunity to be a key player in delivering
exceptional customer support while working in a
collaborative, tech-driven environment. If you thrive on problem-solving and enjoy helping customers navigate SaaS applications, we'd love to hear from you!
