Job Title: B2B SaaS Product Support Specialist
About Us: We are a leading provider of workforce management and time-tracking tools, specializing in automated timesheets, productivity analysis and much more. Our innovative solutions empower businesses worldwide to manage their workforce effectively. As we continue to grow, we are seeking a dedicated B2B SaaS Product Support Specialist to join our dynamic team.
Job Overview: As a B2B SaaS Product Support Specialist, you will play a crucial role in ensuring our clients receive exceptional technical support and guidance. You will be the primary point of contact for resolving product-related inquiries and issues, fostering strong client relationships, and advocating for product enhancements based on customer feedback.
Responsibilities:
- Provide prompt and courteous technical support to our clients via email, phone, and chat channels.
- Diagnose and troubleshoot technical issues related to our SaaS product, escalating when necessary to ensure timely resolution.
- Guide clients through product features and functionalities, ensuring they maximize value from our solution.
- Collaborate closely with our Product Development and QA teams to report bugs, suggest improvements, and contribute to ongoing product enhancement efforts.
- Create and maintain detailed documentation, including FAQs and troubleshooting guides, to assist clients and internal teams.
- Conduct periodic training sessions and webinars for clients to promote product awareness and usage best practices.
- Monitor client satisfaction and actively seek opportunities to improve the overall support experience.
- Stay updated on industry trends and competitive landscape to provide insights that contribute to strategic decisions.
Requirements:
- Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field (or equivalent experience).
- Proven experience in a technical support role, B2B SaaS experience is a must.
- Strong understanding of SaaS products and cloud-based technologies.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly and effectively.
- Exceptional problem-solving skills and a customer-focused mindset.
- Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
- Experience using help desk software (e.g., Zendesk, Freshdesk) and CRM tools (e.g., Salesforce) is a plus.
- Certifications such as ITIL or relevant product certifications are advantageous.
Join Our Team:
If you are passionate about delivering exceptional customer support and want to contribute to the success of a leading B2B SaaS provider, we invite you to apply. Join us in shaping the future of Flowace and empowering businesses worldwide with our innovative solutions.
