Togetherwork

Client-Facing Technical Support Specialist, SaaS

Togetherwork

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

CloudServiceNowSQL

About the role

  • Provide Tier 1 technical support via Zendesk, triaging and resolving incoming tickets
  • Communicate effectively with nonprofit clients through email, chat, and video
  • Build trusted relationships with assigned clients through proactive support and consistent follow-up
  • Document recurring issues, draft macros and runbooks, and help expand internal knowledge base content
  • Escalate bugs and complex issues to Product and Engineering teams with clear logs and reproduction steps
  • Support light QA testing of new features or custom implementations before release
  • Keep clients informed about product updates, changes, and best practices

Requirements

  • 2+ years of experience in SaaS technical support or application support, with both client-facing and technical responsibilities
  • Experience using tools like Zendesk, Salesforce, or ServiceNow
  • Familiarity with SQL, APIs, CSVs, or a strong interest in learning them quickly
  • Clear, empathetic communication skills, especially when explaining technical concepts to non-technical users
  • Ability to manage time and tasks independently in a hybrid work environment
  • Bonus: Experience supporting CRM platforms or nonprofit clients is a plus