Job Type: Permanent / Full Time
Target Start Date: ASAP
Work Location/Structure: 100% Remote (PST Hours Preferred)
About the Opportunity:
Our client, a leader in the FinTech and Compliance industry, is looking for a skilled Client Support Specialist to join their team for a full-time role. This project involves serving as a frontline advocate for customers, providing Tier 1 technical and operational support across their modern, compliance-first SaaS platform. This is a high-impact role that requires a self-motivated professional who can hit the ground running and deliver results quickly.
Key Responsibilities & Deliverables:
This role is focused on the successful completion of specific tasks and deliverables. Your responsibilities will include:
- Serve as the first point of contact for clients via chat and ticketing systems, providing timely, professional responses.
- Troubleshoot issues within the platform, replicate behavior, identify root causes, and distinguish between user error and true product bugs.
- Monitor, triage, and manage the support ticket queue, ensuring response and resolution times are met, and consolidating duplicate tickets.
- Partner with QA and Engineering to test bug fixes and new feature releases in sandbox/beta environments.
- Support new customer onboarding by validating configuration and assisting with environment setup.
We are looking for someone with a proven track record of successful contract engagements. The ideal candidate will have:
- 1–3 years of experience in a technical support, client support, or client success role at a SaaS or technology company.
- Deep expertise in troubleshooting complex web/SaaS applications (beyond basic hardware/password resets) and identifying root causes. This isn't a learning role—you need to be a subject matter expert.
- Demonstrated ability to work autonomously and manage your own time effectively to meet project goals in a remote setting.
- Experience with CRM/ticketing and chat tools (e.g., Zendesk, Freshdesk, or similar), including triaging and escalating complex issues.
- Strong written and verbal communication skills to provide clear and concise status updates and guide clients through solutions.
