SaaS Customer Support Specialist

This is a fully-remote, full-time position (40 hours per week). Candidates are ideally located in the USA, or +/- 3 hours of EST time zone.  

Responsibilities to expect in this role:

• Troubleshoot escalated Support requests (tickets, calls, chats, etc) to ensure continuity and accuracy in technical responses, acting as the secondary point of contact for escalated customer complaints or grievances
• Utilize different systems - our systems and the clients' - software and hardware to achieve customer satisfaction
• Must have a solid foundation of HTML/JavaScript to troubleshoot our in-house software
• Clearly and empathetically communicate resolutions with end-users
• Proactively search client accounts for potential future issues

What we're looking for:

• 3-5+ years of experience in a Customer Support role required; ideally within in the SaaS space or an equally technical industry
• Expert experience with Zoho, Zapier, CRM software and/or B2B SaaS software
• Solid foundation of HTML/JavaScript knowledge
• Strong knowledge of Google Analytics or similar web analytics experience

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 impactO
• Health/Wellness - we offer three tiers of premium medical insurance, vision insurance, and dental insurance -  with WhatConverts covering 100% of the premium for individual 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:

• Learn about our team
• Read about what makes us different or watch a product overview
• Read our reviews on Capterra and G2

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.