Premium Support Advisor

Job Summary

A company is looking for a Premium Support Advisor to enhance customer satisfaction and provide tailored technical support for Premium Support customers.

Key Responsibilities

• Serve as the primary support contact for Premium Support accounts, ensuring consistent communication and assistance
• Collaborate with internal teams to maximize customer satisfaction and retention while conducting monthly ticket reviews
• Provide multi-channel technical support and advocate for client needs, ensuring timely resolutions and documentation of interactions

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience
• Minimum of 3.5 years of experience in SaaS technical support or a related field
• Demonstrated ability to autonomously lead technical support requests to resolution
• Strong technical aptitude with experience troubleshooting complex software applications
• Proficiency in using SaaS support tools such as Zendesk, Salesforce, Slack, and JIRA