Customer Support Jobs at Home Applied 2022 for Beginners

• Ramp-up familiarity of multiple SaaS products quickly (Grants Network Portal Allocate)
• Understand & comply with the Support process
• Answer a high volume of support inquiries.
• Receive support phone calls and emails.
• Escalate support inquiries when appropriate.
• Answer support inquiries promptly regarding client SLAs.
• Experience with Jira preferred but not required.

Qualifications:

• Minimum of 1 year of experience in a client-facing technical support role preferably SaaS-based
• Experience in the government technology space working with customer onboarding support and/or customer success is preferred.
• Ability to develop and provide intelligence and reporting to management customers stakeholders as well as foresee upcoming needs and implement necessary action plans
• Experience to be able to train and support beyond reactive problem solving & move to proactive and preventative measures by updating and maintaining a knowledgebase
• Have working knowledge of onboarding new customers and migrating customer data in a SaaS environment
• Proficiency in common business and support tools such as MS Office Atlassian/Jira is desired

Skills:

• Start-up experience is a plus
• Grant management experience and knowledge is helpful
• Understanding of the SaaS industry performance metrics terminology
• Problem-solving critical thinking solutions-oriented
• High on learnability
• Ability to thrive under high pressure environment
• Ability to collaborate cross-departmentally with all levels of staff
• Superb organizational and time management skills
• Knowledge of emerging GovTech a plus
• Positive attitude with a focus on results