SaaS Application Support Specialist (L1/L2)

Who are we

We are foodtech specialists who empower food management companies and self-operators to automate and streamline business operations, reduce food costs, and increase revenue. Our reliable set of culinary solutions have a proven track record in foodservice.

The Role

We are seeking a talented and dedicated SaaS Application Support Specialist to join our team.
In this role, you will be responsible for providing exceptional technical support to our customers, troubleshooting issues, and resolving problems efficiently.
You will play a crucial role in ensuring the smooth operation of our SaaS application and maintaining high customer satisfaction.

Skills Requirements

Experience with ticketing systems and customer support tools.
Knowledge of SaaS applications and cloud technologies.
Familiarity with SQL Server and IIS is a plus.

Requirements

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• L1 Support:
  
• Receive and triage incoming support tickets and inquiries via various channels (phone, email, chat)
  
• Quickly identify and resolve common issues using established troubleshooting procedures
  
• Provide clear and concise explanations to customers, often in non-technical terms
  
• Document all interactions and resolutions in the ticketing system
  
• L2 Support:
  
• Investigate and diagnose more complex technical issues
  
• Escalate critical issues to higher-tier support or development teams as necessary
  
• Collaborate with development teams to identify and implement solutions to recurring problems
  
• Contribute to knowledge base articles and documentation to improve support efficiency
  
• Customer Relationship Management:
  
• Build strong relationships with customers and maintain a positive customer experience
  
• Proactively communicate with customers regarding issue status and resolution timelines
  
• Provide timely and effective follow-up on customer inquiries and issues
  
• System Monitoring and Maintenance:
  
• Monitor system performance and identify potential issues
  
• Perform routine system maintenance tasks, such as software updates and configuration changes
  
• Contribute to the development of automated tools and scripts to improve support efficiency