Customer Service Agent – Technical SaaS Support
Ignis Agency
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Resolve customer inquiries via Intercom (chat and email).
- Diagnose technical bugs and escalate to engineering with clear documentation.
- Guide users through complex marketing automation and CRM workflows.
- Improve our Knowledge Base by identifying common user hurdles.
- Maintain professional, high-standard written English in every interaction.
Requirements
- 2+ years of customer service experience supporting a SaaS or software product
- Strong written English—clear, professional, and natural (you'll be assessed on this)
- Experience with ticketing systems (Intercom, Zendesk, Freshdesk, or similar)
- Ability to understand and explain technical concepts to non-technical users
- Comfortable working independently in a remote environment
- Reliable internet connection and a quiet workspace
- Experience supporting CRM, marketing automation, or analytics tools (preferred)
- Familiarity with APIs, integrations, or basic troubleshooting (you don't need to code, but you should understand how software connects) (preferred)
- Background in the creator economy, digital marketing, or agency operations (preferred)
- Experience documenting bugs or product issues for engineering teams (preferred).
Benefits
- Fully remote global team.
- Highly competitive salary.
- Direct impact: your feedback directly shapes our product roadmap.
- Fast-paced environment with zero "call center" bureaucracy.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceSaaSticketing systemsCRMmarketing automationanalytics toolsAPIsintegrationstroubleshootingbug documentation
Soft Skills
strong written Englishclear communicationprofessionalismindependenceproblem-solvinguser guidancedocumentation skills