Cira Apps Canada

Customer Support Specialist – SaaS

Cira Apps Canada

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

Tech Stack

AndroidAzureCloudiOS

About the role

  • Provide timely, professional responses to customer inquiries via phone, email, chat, and live meetings.
  • Diagnose and troubleshoot technical issues related to our SaaS products and software.
  • Assist users with setup and effective use of our applications.
  • Document and track support requests in Salesforce Service Cloud.
  • Collaborate with product and engineering to escalate and resolve complex issues.
  • Gather and relay customer feedback to inform product enhancements.

Requirements

  • Experience in customer support, ideally within a SaaS environment.
  • Strong problem‑solving abilities and keen attention to detail.
  • Familiarity with SaaS products and customer support tools.
  • Ability to work autonomously and collaboratively within a team.
  • Excellent organizational skills with the capacity to manage multiple tasks simultaneously.
  • Empathy and patience when handling customer concerns, especially in challenging situations.
  • Microsoft 365 / Office 365 (O365) — user/application troubleshooting, tenant‑level basics, and admin workflows.
  • Exchange Online — mailbox, calendar, and contact concepts; policy impacts; common permissions and sync scenarios.
  • Azure AD / Microsoft Entra ID — identities, groups, roles, conditional access basics, and understanding how directory data surfaces in downstream apps.
  • Nice to Have Experience with PowerShell for diagnostics or light automation.
  • Familiarity with mobile platforms (iOS/Android) for contact/calendar behavior.
  • Exposure to Google Workspace or other cloud environments.
  • Prior work with multi‑system sync tools or integrations (e.g., Salesforce, HubSpot).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SaaStroubleshootingdiagnosticsPowerShellMicrosoft 365Exchange OnlineAzure ADMicrosoft Entra IDmulti-system sync toolsintegrations
Soft skills
problem-solvingattention to detailorganizational skillsempathypatienceautonomycollaborationcustomer feedbackcommunicationtime management