The Software as a Service (SaaS) Support Specialist is responsible for ensuring customer success by providing first-level support for all external customers through superior, in-depth knowledge of company software products. This is accomplished by engaging customer support requests via phone and help desk ticketing system, initiating screen-sharing sessions to help diagnose and resolve customer support issues, creating/updating technical documentation, gathering and translating customer feedback, and effectively communicating with team members within the company’s Support Team.
Essential Functions:
Provide remote software support for new and existing agency and carrier customers.
Create and update technical support materials on company support website.
Provide Tier One Support responding to product issues/questions.
Provide timely and accurate information to incoming customer calls and support tickets.
Gather customer feedback, translating it into actionable responses consisting of software enhancement requests / business requirements
Proactively identify opportunities to enhance customer proficiency with company software by recognizing common issues and soliciting input from the Support Team.
Escalate problems to appropriate individuals within the SuranceBay team.
Provide timely feedback to the company regarding service failures or customer concerns.
Versatile attitude with the ability to work independently within a small team.