Remote
At DevSavant, we are a trusted technology partner. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment.
Responsibilities
Customer Support:
Provide first-level support to customers by troubleshooting and resolving issues related to the software.
Deliver timely and accurate responses through a ticketing system, ensuring all issues are logged, prioritized, and resolved efficiently. Follow up with customers to ensure the resolution meets their satisfaction.
Guide customers through platform features, helping them get the most out of the client's tools.
Communicate clearly and professionally, maintaining a positive customer experience.
Product Expertise:
Become an expert on client's features and functionality to provide informed assistance. Stay up to date with product updates and new features to offer accurate support and information.
Troubleshoot technical issues, escalating to the appropriate team when necessary.
Collaboration:
Work closely with the product and engineering teams to communicate customer feedback and ensure improvements align with user needs.
Share insights and common issues with the team to improve the product and support resources.
Continuous Improvement:
Identify common customer pain points and suggest solutions to improve the user experience.
Contribute to the creation and maintenance of customer support materials, FAQs, and troubleshooting guides.
Requirements
2+ years of experience in a customer support role, preferably within SaaS or technology-related industries.
Experience with ticketing systems (e.g., Zendesk, HubSpot, Freshdesk) is preferred.
Familiarity with practice management software or accounting-related tools is a plus.
Strong understanding of cloud-based platforms and SaaS tools. Ability to quickly learn new software and troubleshoot user issues.
Excellent verbal and written communication skills, with the ability to simplify complex issues for non-technical users.
A customer-centric approach, always aiming to solve problems while ensuring a positive user experience.
Strong critical thinking and problem-solving skills. Ability to manage multiple issues and prioritize effectively in a fast-paced environment.
Ability to work independently but also collaborate effectively with cross-functional teams to resolve issues and improve the product.
A high school diploma or equivalent is required; a college degree is a plus.
