Taking applicationsTechnical Support·Posted 8d ago
Technical Support Specialist‑ Tier 1
VirtuousVerified company
Phoenix, AZ Remote, USA
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Phoenix, AZ Remote, USA
Open to people in the United States
EnglishMid level
About the role
Virtuous is hiring a Tier 1 Technical Support Specialist to handle email and phone support tickets for B2B SaaS customers. The role is remote in the USA with priority for applicants in Phoenix, AZ, and requires 2+ years of B2B SaaS technical support experience.
What you'll do
- Respond to email and phone support tickets via Zendesk
- Meet ticket closure, response time, resolution time, and CSAT metrics
- Troubleshoot and resolve complex customer issues
- Detect, analyze, and report bugs to Tier 2
- Keep customers updated on issue status
- Collaborate with the Customer Success team
- Propose creative solutions and workarounds
- Maintain an empathetic, professional attitude
What you'll need
- 2+ years B2B SaaS technical support
- Experience with CRM systems
- Ticketing system experience such as Zendesk, Intercom, Freshdesk
- Analytical troubleshooting skills
- Ability to manage workload with changing priorities
- Clear communication skills
- Strong organizational skills
- Ability to thrive in a fast-paced startup environment
Skills
B2B SaaS technical supportCRM systemsZendesk/Intercom/FreshdeskTroubleshootingAnalytical mindsetCommunicationOrganizationPayment processors (nice to have)
Benefits
Paid time offHealth insurance401(k) matchingParental leaveEmployee recognitionPaid volunteer daysCompany holidaysCompany events
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Applications close on 18 November.