Technical Support Representative, SaaS Industry

• Handle inbound customer calls and provide professional, timely, and solution-oriented support
• Troubleshoot platform functionality, account setup, document uploads, permit filings, and general software usage issues
• Guide customers step by step through platform features, workflows, and processes
• Conduct platform demonstrations and walkthroughs
• Investigate problems, identify potential root causes, and determine the best course of action
• Own customer issues from initial contact through resolution, escalating complex cases when necessary
• Follow up with customers to confirm solutions are working
• Develop strong knowledge of the SaaS platform, its features, and construction permitting workflows
• Learn new software tools, CRM systems, and browser-based applications
• Identify recurring technical issues and communicate findings to appropriate teams
• Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions in the CRM
• Analyze customer issues and platform data, including situations outside standard procedures
• Identify recurring problems, process inefficiencies, and customer-experience improvements
• Share feedback and actionable insights with product and operations teams
• Meet targets for call volume, resolution rates, customer satisfaction, and support quality

• At least 2 years of experience in customer service, technical support, or a similar customer-facing role, preferably in a phone-based or call center environment
• Full professional fluency in English, both spoken and written
• Experience supporting customers with software platforms, SaaS products, CRM systems, or other technology-based tools
• Experience conducting platform demos, software walkthroughs, or feature explanations for customers is highly valued
• Strong analytical and problem-solving skills, with the ability to investigate issues and identify their root causes
• Excellent attention to detail and the ability to handle information accurately
• A technology-oriented mindset, with the curiosity and willingness to learn new tools, systems, and software
• Proficiency in Microsoft Excel and confidence working with spreadsheets
• Strong communication skills and the ability to explain technical concepts in a clear, accessible way
• A proactive attitude, sound judgment, and a strong sense of ownership when handling customer issues
• Previous experience with GoHighLevel, HubSpot, or similar CRM platforms preferred
• Experience in SaaS technical support, software troubleshooting, or application support preferred
• Experience delivering live platform demonstrations, onboarding sessions, or customer training preferred
• Familiarity with ticketing systems, knowledge bases, and customer support tools preferred
• Experience identifying recurring technical issues or contributing to process and operational improvements preferred
• Ability to work with multiple browser-based applications while managing customer interactions
• Reliable high-speed internet connection suitable for full-time remote work and video calls
• Reliable laptop capable of running multiple browser-based applications simultaneously; desktop computers are not accepted
• Working webcam for meetings, training, and platform demonstrations
• Quiet, professional, and distraction-free home workspace

• Competitive full-time compensation based on experience
• Fully remote role with flexible scheduling options
• Structured onboarding and ongoing product and technical training
• A supportive team culture where ideas, initiative, and problem-solving are encouraged
• Opportunities to develop technical support and SaaS platform expertise
• Clear opportunities for professional growth within the company