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SaaS Customer Technical Support Representative

San Diego, CA

Order: 68206

We are currently looking for a SaaS Customer Technical Support Representative to assist a software and app company in the UTC/La Jolla area. The ideal candidate will have experience with bug troubleshooting for android devices, experience reviewing device error messages, and have an understanding of website troubleshooting.

If you enjoy working in a collaborative environment that is very fast paced, then we are looking for you to join the team!

Essential Functions

  • Provides technical support to customers via phone, email or online chat.

  • Documents phone and email support transactions, identifying processes and methodologies used to diagnose and resolve the customer’s issues.

  • Act as a primary contact for customers regarding advanced technical issues, projects and escalated requests.

  • Documents software defects and works with internal departments to escalate or resolve technical issues outside the scope

  • Assist team members with ticket resolution tasks involving software solutions, smartphone inventory, accessories, and SIM cards.

  • Configure devices, applications and client access to delivered solutions, and processes client shipments.

  • Assist with GPS and Bluetooth troubleshooting for devices

  • Mentor, train, and assist Tier 1 Representatives

  • Other duties as assigned

Qualifications

  • High School Diploma required; Associates degree in Computer Science or similar field is a plus

  • 2 plus years of experience in a technical support environment

  • Experience supporting SaaS applications strongly preferred

  • Bilingual in English & Spanish is a plus

  • Familiarity working with web-based systems and components written in HTML and JavaScript

Top Skills

  • Ability to work with engineers and technical contributors to improve the product by identifying and documenting defects

  • Drive to perform at a high level in a fast-paced environment, balancing competing priorities and meeting objectives

NOTE: Suna Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Applicants, with criminal histories, are considered in a manner that is consistent with local, state and federal laws.