Customer Support Analyst – SaaS
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Key Responsibilities
• Provide customer support for software applications, SaaS products, and digital platforms through email, chat, and phone.
• Assist users with platform navigation, product functionality, account-related questions, and application issues.
• Perform initial troubleshooting, identify practical workarounds, and escalate technical issues when necessary.
• Manage incoming support queues using Salesforce or comparable CRM/ticketing systems.
• Accurately document, categorize, prioritize, and track cases throughout their lifecycle.
• Ensure timely follow-ups, SLA compliance, and end-to-end case ownership.
• Collaborate with technical support, product, and operations teams to resolve customer concerns.
• Maintain professional, empathetic communication while explaining technical concepts to nontechnical users.
• Identify recurring issues and contribute to improvements in support processes and knowledge resources. Required Qualifications
• B2+ English proficiency, with strong written and verbal communication skills.
• Previous experience in customer support, technical support, application support, or related customer-facing technology roles.
• Practical experience supporting users of software applications, SaaS products, or digital platforms.
• Experience with Salesforce, Zendesk, ServiceNow, Freshdesk, or similar CRM/ticketing platforms.
• Ability to troubleshoot common application issues, follow technical documentation, and escalate appropriately.
• Strong organizational skills, analytical thinking, and attention to detail.
• Ability to manage multiple cases while maintaining excellent customer service standards. Preferred Qualifications
• Experience supporting B2B SaaS or enterprise software products.
• Familiarity with Salesforce Service Cloud.
• Experience with case triage, ticket lifecycle management, and SLA-driven environments.
• Exposure to software product teams, technical operations, or IT service environments. Who Will Succeed in This Role? A customer support professional who enjoys technology, learns software platforms quickly, understands structured troubleshooting, and takes ownership of customer issues through resolution. Candidates with backgrounds in SaaS Customer Support, Application Support, Product Support, Technical Customer Service, or Software Help Desk are especially encouraged to apply.
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