SAAS Support Specialist

Customer Support Specialist (South America)

100% Remote

Independent Contractor

About the Company:
The company is an advanced AI-powered analytics platform designed to help e-commerce brands and marketers make data-driven decisions. By providing deep insights into customer behavior, Northbeam enables businesses to optimize their marketing strategies and maximize ROI.

Key Responsibilities:

• Respond to customer inquiries via live chat, email, phone, and support tickets in a timely and professional manner.
• Troubleshoot technical issues and guide customers through step-by-step solutions.
• Collaborate with the engineering and product teams to report bugs, suggest improvements, and enhance user experience.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions using CRM tools.
• Provide product training and onboarding to new users, ensuring successful adoption of the platform.
• Develop and update knowledge base articles, FAQs, and help documentation.
• Monitor customer feedback and provide insights to improve overall product satisfaction.
• Escalate complex issues to higher-level support teams when necessary.
• Meet and exceed established performance metrics, such as response time and customer satisfaction ratings.
• Participate in team meetings and training sessions to stay updated with product developments and support best practices.

• Proven experience in a customer support role, preferably within a SaaS or tech company.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with customer support software (e.g., Zendesk, Freshdesk, Intercom) and CRM tools.
• Familiarity with SaaS platforms and general cloud-based solutions.
• Ability to work independently and in a collaborative team environment.
• High attention to detail and ability to handle multiple tasks simultaneously.
• Customer-focused mindset with a passion for delivering outstanding support.

This is a fantastic opportunity to join a fast-growing tech company and contribute to a customer-first culture while working remotely. If you are passionate about problem-solving and providing top-tier support, we'd love to hear from you!

👉 Apply now!