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SaaS Support Specialist

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Bristol, Bristol, United Kingdom Hawk 3 Talent Solutions Full time

Position Overview: Hawk 3 Talent Solutions is seeking a dedicated Software Support Analyst (SaaS) to provide exceptional support in a fully remote capacity. The role involves engaging with clients to ensure their needs are met effectively.

About the Company: Our client is a prominent player in the SaaS industry, catering to a diverse clientele across the UK and USA. The support team enjoys a manageable workload, allowing for a balanced work environment without excessive pressure.

Key Responsibilities:

  • Address customer service inquiries and resolve requests within established timelines.
  • Maintain high levels of customer satisfaction through effective communication.
  • Document service desk interactions accurately and comprehensively.
  • Conduct regular maintenance tasks, including data backups.
  • Meet internal performance targets related to service delivery and customer satisfaction.
  • Record and prioritize service requests received via various channels.
  • Analyze and troubleshoot technical issues related to the software and customer setups.
  • Assume ownership of service requests, keeping clients informed of progress.
  • Participate in departmental meetings to discuss service enhancements and share improvement ideas.
  • Provide feedback on product enhancements and engage in assigned projects as needed.

Requirements:

  • Significant experience in Service Management, particularly in IT or Customer Services.
  • Background in Customer Support for SaaS applications.
  • ITIL Certification.
  • Bachelor's Degree or equivalent in a relevant field.
  • Familiarity with various Service Management Tools.
  • Strong analytical and problem-solving abilities.
  • Experience in a 2nd line service desk role.

Benefits:

  • 26 days of annual leave plus bank holidays, with the potential for additional leave.
  • Fully remote working arrangement.
  • Technology provided for a home office setup.
  • Company pension plan.
  • Wellness initiatives and opportunities for team gatherings.