Technical Customer Support (T2) for SaaS Company [REMOTE]

Job description

✅ Do you thrive on providing top-notch customer support?

✅ Do you have a love of all things technical?

✅ Do you enjoy getting to see the difference your amazing support skills make in customers’ lives?

📍If so, this position was made just for you!

At Strategic Marketer, we are passionate about providing best-in-class digital marketing software and strategies coupled with customer service that exceeds expectations. Our proprietary software solutions include push-button lead generation, automation funnels, video technology, reputation marketing, social media management, & paid traffic. These softwares & strategies are unlike anything else in the marketplace, so our customer support has to be like no other support as well! Our team’s customer-centric mindset pushes us to continue striving towards excellence in providing top-tier customer service to our members.

If you want to work in a fast-paced environment alongside other high achievers in a long-term career opportunity, then this is the perfect position for you. We are looking for someone with a proven track record of exceptional customer support skills who has an attitude of excellence in everything they do... someone who knows how to communicate proactively in a virtual environment and possesses keen problem-solving skills.  We are a global team working remotely so we welcome applicants regardless of geographic location.  

📋 Job Description 📋

☑️ Provide premium service to customers through phone, email, ticket, chat, & screen share. The outcome of every interaction is our customer's success!

☑️ Onboard new customers through chat, email, phone & video conferencing.

☑️ Provide tier 2 troubleshooting and assessment on all perceived product-related issues, then escalate to the Tier 3 team(s) when necessary.  All while ensuring the customer feels supported through the process until the issue is resolved.

☑️ Learn all assigned systems & strategies in order to facilitate top-notch support to customers.

☑️ Document pertinent information learned on a day-to-day basis in a company-wide knowledge-base, creating a streamline of information for all to benefit from.

☑️ Assist customers with their questions on purchasing our other products and subscriptions.

☑️ Ensure all confidential customer information pertinent to the account is noted and processed inside Infusionsoft and/or Zendesk as per the Company's security protocols.

☑️ Provide daily & weekly performance reports on KPIs (key performance indicators) including calls handled, tickets touched, escalations & completions.

☑️ Collaborate with other teams in Tier 3 Support and Billing, to ensure exceptional service to our customers.

☑️ Participate in on-going training and professional development.

While this list gives you a pretty comprehensive view of what the position entails, keep in mind that in a fast-growing, entrepreneurial organization everyone is expected to help when the need arises, even if it’s technically outside the scope of their position.


✅ Requirements  ✅

Candidates MUST meet the following minimum requirements to be considered for this role:

☑️ Have at least two years of experience in customer support including at least one year in technical SaaS support and one year of remote experience. 

☑️ Be able to work 9 am to 6 pm Eastern Time hours (including hour lunch) along with rotating weekends. Evening requirements are limited and overtime is possible.

☑️ Have a strong command of the English language including exceptional written, and conversational abilities, (video presentation skills a plus).

☑️ Have a dedicated, quiet space to perform duties as outlined.

☑️ Have reliable hardware including a computer, mouse, keyboard, and headset, as well as reliable high-speed internet access; including reliable backup for outages.

☑️ Bachelor's Degree or equivalent preferred.

☑️ Documented track record of continuous learning in a related field a plus.

✳️ Candidates MUST have experience using the following software:





✳️ Candidates with experience using the following software are strongly preferred:


*PayPal, Stripe, Braintree




*Social Media: Facebook Groups, Facebook Messenger

*GoToWebinar (chat management)

*Google: Mail, Calendar, Drive, Docs, Sheets

*Appointment Core


Individuals seeking employment are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.