Remote B2B Technical Support Specialist (1st & 2nd Tier) at Salesflow.io
🌎Location:Anywhere in the World. Contractor
Join our expanding SaaS platform team as a passionate and tech-oriented Technical Support Specialist (2nd Tier). This position entails delivering both 1st and 2nd level support for our LinkedIn automation and email messaging solutions. The ideal candidate will be responsible for addressing both fundamental platform inquiries and more intricate technical issues, necessitating expertise in SQL, databases, and development. You will work in tandem with the Support Manager and various internal teams to guarantee a high level of customer satisfaction.
Key Responsibilities:
1st Level Support (Tier 1):
- Professionally address incoming client requests through email, chat, and Google Meet.
- Provide immediate troubleshooting for prevalent issues, including login troubles, system setup, and basic navigation of the platform.
- Guide customers through fundamental tasks on the platform while elucidating features.
- Gather essential customer details to thoroughly comprehend and resolve their issues.
- Escalate outstanding concerns to the team leader or necessary internal teams (Development, Sales, QA).
- Effectively manage and prioritize multiple customer requests.
- Document detailed notes for all customer interactions in the ticketing system.
- Collaborate with support teams and various regions to synchronize on complex problems.
- Oversee subscription management—cancellations and expansions.
2nd Level Support (Tier 2):
- Examine more complicated technical issues requiring in-depth knowledge of the platform's backend operations, APIs, and custom integrations.
- Analyze and rectify database-related issues, queries, and data inconsistencies utilizing SQL.
- Assist in diagnosing software bugs and collaborate with the development team to address system-level defects.
- Offer technical support for API and integration inquiries (e.g., custom proxy settings, IP configurations).
- Identify and implement solutions for recurring technical challenges to enhance platform functionality.
- Review log files and conduct detailed diagnostics on advanced issues.
- Perform root cause analysis for escalated cases to ensure enduring resolutions.
- Assist the development team in testing patches, updates, and new features to ensure they meet customer expectations.
- Create documentation reflecting technical investigations.
Qualifications:
- 4+ years of experience in Customer Support, ideally within SaaS or B2B software.
- Exceptional verbal and written communication skills in English.
- Strong problem-solving and troubleshooting abilities.
- Experience with ticketing systems, online chats, and email support management.
- Capability to manage high-pressure situations, including handling complaints and challenging customers.
- Highly organized with the ability to multitask in a dynamic environment.
- Tech-savvy with a quick learning curve for new tools and technologies.
- Basic understanding of relational databases, SQL, and experience writing queries.
- Experience in diagnosing and solving API and integration issues.
- Familiarity with software debugging and log file analysis.
- While not essential, experience with custom integrations, APIs, IP configurations, and proxy management is preferred.
- Ability to work collaboratively with development and QA teams to resolve technical challenges and conduct testing.
- Proactive about identifying improvement opportunities and providing solutions.
- Most importantly, be able to work independently within a global remote team and contact primarily during US hours.
What We Provide:
- Salary range of $25K to $30K
- 23 paid vacation days plus 8 public holidays
- Formal training programs to enhance technical skills
- Opportunities for career advancement within the organization
- A fun, collaborative, and remote-friendly work culture
- Learning and Development resources
Applications will only be reviewed if submitted through the application link.Â