Customer / Technical Support Specialist (with SaaS Experience)

Job Title: Customer / Technical Support Specialist
Working Schedule: 40 hours per week | within 7 AM to 5 PM Pacific Time
Work Set Up: Fully remote
Salary : up to 1,500 USD per month (depending on skills and experience)

About the Company:
We are a company specializing in providing software solutions to government agencies in the United States. Our platform supports the management of housing grants and loans, assisting agencies focused on affordable housing and public service initiatives. With over 15 years of experience, we have built a reputation for delivering high-quality, customized services. Our mission is to enable government funding to better serve communities in need, enhancing access to housing and essential public services.

Job Overview:
We are seeking a proactive and detail-oriented Customer Support Specialist to join our growing team. In this role, you will play a vital part in delivering outstanding customer experiences, streamlining operational processes, and ensuring the reliability of our software through hands-on quality assurance testing.

Duties and Responsibilities:
- Act as the first line of support, addressing customer inquiries and resolving issues through email and video calls.
- Collaborate with internal teams (engineering, product, and operations) to identify, troubleshoot, and resolve customer-reported problems.
- Conduct quality assurance testing to ensure the software meets performance and usability standards.
- Document and improve business processes, creating clear and organized operational workflows.
- Lead customer onboarding sessions and provide ongoing product education to ensure a positive user experience.
- Track customer requests, feedback, and technical issues, escalating as needed while ensuring timely resolutions.
- Support business documentation tasks, including drafting guides, reports, and process outlines.

Requirements:
- 3+ years of experience in customer or technical support in a software or SaaS company.
- Experience working with European or US-based clients.
- Proficient in using Zendesk, Linear or others similar software
- Proven experience with operational tasks such as virtual assistance, process documentation, and business workflows.
- Hands-on experience with quality assurance testing or identifying product issues.
- Strong organizational skills and attention to detail, with the ability to juggle multiple tasks.
- Excellent communication skills in written and spoken English.
- Comfortable handling video calls and emails as a primary communication channel.

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