SaaS Customer Support Specialist

Summary

Join SureCost, a leading provider of pharmacy solutions, as a SaaS Customer Support Specialist! This fully remote, full-time position offers a competitive salary and excellent work-life balance with flex hours and unlimited PTO. You will provide high-quality software support to end-users via email and phone, troubleshoot issues, and collaborate with internal teams. The ideal candidate possesses 3+ years of B2B SaaS support experience, strong communication skills, and problem-solving abilities. We offer comprehensive benefits, including 100% employer-covered healthcare premiums for employees, generous PTO, and professional development opportunities. Apply today and make a meaningful impact!

Requirements

• 3+ years of software/application support experience specifically for a B2B SaaS product
• Clear and concise communication and documentation style
• Ability to break down, analyze and solve complex problems
• Organization and time management skills
• Must be self directed and thrive in a fast paced environment with minimal direction
• Excellent written and verbal communication skills

Responsibilities

• Master the features and functionality of the supported software applications and maintain knowledge of software updates and enhancements
• Provide timely and high-quality software support to end-users via email, phone, or as additional channels are identified in the future, for all our Software Solutions
• Follow standard support procedures and processes to ensure all customer communication is fully documented in the support ticketing system in a timely manner
• Triage, prioritize and troubleshoot various customer queries to identify and escalate situations requiring urgent attention and redirect problems to correct resource as needed
• Successfully manage a backlog of pending tickets and follow up with customers to ensure complete and timely resolution of issues
• Formulate and test alternative or unique solutions to help customers achieve their goals
• Proactively reach out to existing accounts to check-in and promote knowledge of other services
• Identify and report bugs and software requests and inform management of recurring problems
• Contribute to internal knowledge base for current and new team members and provide content for customer help center articles
• On a rotating basis (one week a month), share weekend and nightly on-call for emergency support situations

Preferred Qualifications

• Experience supporting a healthcare or pharmaceutical industry SaaS product
• HubSpot experience

Benefits

• Fully Remote
• Unlimited PTO (Highly suggested 3-week minimum)
• Flex Hours
• 100% healthcare premiums covered for employees
• 70% healthcare premiums covered for dependents
• Low cost-to-employee vision and dental
• Automatic 3% employer addition to 401k
• 12 weeks of fully paid Parental Leave
• Technology stipend to cover the equipment you need to set up your home office
• Professional development reimbursement