SaaS Technical Support Specialist

Remote, USA
Full Time
Customer Service
Posted on: September 21, 2022

Help us redefine customer satisfaction, one support ticket at a time.

At WhatConverts we innovate and initiate! We are a dynamic SaaS company who offers a comprehensive lead tracking solution for marketers - one place to track ALL leads. As a Customer Support Specialist at WhatConverts, you will be entrusted with providing reactive and proactive customer support; ensuring each customer has a full understanding of the WhatConverts platform. A Customer Support Specialist places strong emphasis on customer training, consultation, and driving solutions. 

This is a fully-remote, full-time position (40 hours per week). 

In this role you'll get to:

  • Assist customers via email, chat and the telephone; ensuring they have the best experience possible setting up an account, troubleshooting their problems, and having their questions answered 
  • Understand customer use cases and provide expertise on how WhatConverts can be leveraged to meet them
  • Proactively advocate customer needs, issues and product feedback cross-departmentally
  • Work with the WhatConverts product team to design/build tools, while offering feedback that will speed up and increase the quality of support available 
  • Grow and develop customer relationships through proactive support with a focus on expansion, adoption, retention and renewal

What we're looking for:

  • 2-5 years of experience in technical Customer Support required; previous SaaS support experience preferred
  • Knowledge of Google Analytics or similar web analytics experience
  • Experience with Zapier, CRM software and/or B2B SaaS software
  • Basic understanding of Google Paid Ads and SEO tactics
  • Basic HTML/JavaScript knowledge
  • Ability to make customers feel empowered after interacting with support - there are no “silly” questions! 
  • Ability to speak with clarity and confidence, as well as the ability to write clearly and concisely 
  • An acute eye for detail and a high patience threshold 

Company Benefits/Perks:

  • Remote first company - we believe in breaking down barriers of bureaucracy and empowering our remote team members to work agilely to accomplish more in a shorter amount of time
  • Immediate impact - the moment you join our team we hand you the reigns to work on projects independently and make a direct impact
  • Health/Wellness - we offer medical, dental, and vision insurance… with WhatConverts covering 75% of the premium for individual OR family medical plans! WhatConverts also offers LTD/STD/Life insurance that is 100% paid by the company! 
  • Time off - in addition to paid holidays, WhatConverts offers competitive PTO plans that continue to offer greater rewards to long-term employees
  • Diversity and inclusion - our workplace is positive, supportive, and inclusive and we ask all new hires to bring that same approach

Before you apply you should:

If you're passionate about working in a dynamic, fast growing company with smart colleagues and opportunities for development, come grow with WhatConverts. 

WhatConverts is an equal opportunity employer. We recruit, hire, pay, and promote without regard to gender, race, sexual orientation, age, religion, veteran status, physical/mental abilities, or any other identities protected by law.

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SaaS Technical Support Specialist


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