Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We’re looking to hire a Technical Product Support Specialist (SaaS) for a Fortune 500 pharmaceutical client. Teams are very collaborative and have a passion for creating cutting edge customer experiences.
You’ll join the Product Support team to deliver exceptional white-glove service for SaaS through a variety of communication channels, including email, phone, and live chat. This contract is 12-months + extension. The team is located in California, and is fully remote in PST timezone.
Technical Product Support Specialist (SaaS) Responsibilities:
• Provide comprehensive account management and execute technical onboarding processes for SaaS to ensure successful customer adoption of our SaaS platform.
• Empower users by delivering educational resources and training for SaaS to maximize their utilization of platform features, ultimately supporting the success of their businesses.
• Perform technical troubleshooting and escalate complex issues as necessary to dedicated Technical Product Support Engineers.
• Foster a collaborative environment by working effectively with cross-functional teams to address customer concerns and implement initiatives that enhance the overall customer experience.
• Continuously optimize support procedures, policies, and documentation to ensure the highest levels of efficiency and effectiveness.
• Collaborate with Technical Writers to enrich and refine the knowledge base, ensuring it provides accurate and up-to-date information to our customers.
• Develop subject matter expertise in SaaS
• Maintain meticulous documentation of all user interactions, inquiries, complaints, comments, and the actions taken in response.
Technical Product Support Specialist (SaaS) Requirements:
• A minimum of five (5) years of experience in technical support, customer service, or account management is required, with a specific focus on onboarding users to Software-as-a-Service (SaaS) platforms.
• This prior experience is essential to ensure the smooth adoption and effective utilization of our technology by our customers.
• Demonstrably strong background in troubleshooting software applications for product purchasing, web pages, and Android/iOS platforms is required.
• Additionally, experience with support ticketing systems such as Zendesk or Salesforce is preferred.
• Outstanding written and verbal communication skills are paramount.
• Prior experience working within a startup environment is desirable.
• The ability to collaborate effectively with cross-functional teams is essential.
Perks & Benefits:
• Medical, Dental, and Vision Insurance
• Life Insurance
• 401k Program
• Commuter Benefit
• eLearning
• Education Reimbursement
• Ongoing Training & Development
• To qualify for our benefits package, you must work over 30 hours per week and the length of assignment must be a minimum of 10 weeks.
To learn more about this Technical Product Support Specialist (SaaS) opportunity, apply now. Our recruitment team will be in touch, guide you through the interview process, and advocate on your behalf.
This position has an application deadline of September 4, 2024.
Location: Anywhere
Posted: Sept. 2, 2024, 8:10 a.m.
Apply Now Company Website