job description
Are you a tech-savvy problem-solver with a passion for customer service? Join Outsourced Global Staff as a Technical Support Specialist in the dynamic SaaS/LMS industry! In this role, you'll provide top-tier technical support to clients using cutting-edge Learning Management Systems, ensuring seamless user experiences and driving customer satisfaction.
Based in beautiful Bali, you'll work in a collaborative, fast-paced environment where your expertise will directly impact the success of our global clients. This is a fantastic opportunity to grow your career in the booming SaaS sector while enjoying the vibrant culture and lifestyle of Bali.
If you thrive in a customer-focused role and have a knack for troubleshooting technical issues, we want to hear from you!
Responsibility
- Provide timely and effective technical support to SaaS/LMS users via email, chat, and phone.
- Troubleshoot and resolve software issues, ensuring minimal downtime for clients.
- Collaborate with cross-functional teams to escalate and resolve complex technical problems.
- Maintain detailed records of customer interactions and technical issues in the support ticketing system.
- Develop and update help documentation, FAQs, and training materials for end-users.
- Conduct product demonstrations and training sessions for new clients.
- Monitor system performance and report recurring issues to the development team.
- Stay updated on industry trends and new features in the SaaS/LMS space.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience in technical support, preferably in a SaaS or LMS environment.
- Strong understanding of web-based applications, APIs, and basic troubleshooting techniques.
- Excellent communication skills in English, both written and verbal.
- Ability to explain technical concepts to non-technical users clearly and patiently.
- Familiarity with CRM or helpdesk software (e.g., Zendesk, Freshdesk).
- Problem-solving mindset with a customer-first approach.
- Ability to work independently and as part of a remote team.