job description
Join SupportNinja as a Technical Support Representative (B2B SaaS) and become a key player in delivering exceptional customer service to our global enterprise clients. In this dynamic role, you will serve as the first point of contact for technical inquiries, troubleshooting issues, and ensuring seamless resolution for our SaaS platform users.
Based in the vibrant and inspiring locations of Bali (Canggu, Ubud, Denpasar, and more), you’ll enjoy a flexible remote work environment while collaborating with a high-performing, international team. Your expertise in managing Tier 1 support tickets, escalating complex issues, and coordinating with R&D teams will directly impact client satisfaction and operational efficiency.
If you’re a problem-solver with a passion for technology and a knack for clear communication, this is your opportunity to grow with a leading B2B SaaS support provider. Apply today and take the next step in your tech career in paradise!
Responsibility
- Provide first-level technical support via email, chat, and phone for B2B SaaS clients, ensuring timely and professional responses.
- Diagnose and resolve Tier 1 technical issues, including account access, software configuration, and basic troubleshooting.
- Escalate Tier 2 and complex tickets to the appropriate teams with detailed documentation and context.
- Create and manage Jira tickets for the R&D team, including clear reproduction steps and priority levels.
- Maintain accurate records of all customer interactions and resolutions in the CRM system.
- Collaborate with cross-functional teams (Engineering, Product, Sales) to improve support processes and reduce ticket volume.
- Proactively identify recurring issues and suggest improvements to documentation or product features.
- Stay updated on product updates, new features, and best practices to provide accurate support.
Qualifications
- Minimum 2+ years of experience in technical support, preferably in a B2B SaaS environment.
- Strong understanding of SaaS platforms, cloud-based applications, and basic IT troubleshooting.
- Proficiency in using ticketing systems (e.g., Jira, Zendesk) and CRM tools.
- Excellent written and verbal communication skills in English (B2/C1 level or higher).
- Ability to work independently in a remote setting with a reliable internet connection.
- Customer-focused mindset with a problem-solving approach and attention to detail.
- Familiarity with APIs, databases, or scripting (Python, SQL) is a plus.
- Availability to work flexible hours, including potential shifts to cover global clients.