SaaS Support Specialist

Description We are looking for a SaaS Support Specialist to join our team in South Jordan, Utah. In this role, you will diagnose and troubleshoot complex software, networking, and hardware problems. You will work closely with team members to resolve customer issues and improve software quality. This role is crucial to maintaining the high level of customer service our clients expect.Responsibilities: Diagnose and troubleshoot complex software, networking, and hardware issues Collaborate with team members to resolve critical customer problems and enhance software quality Offer advanced technical support through phone, email, live chat, and ticketing systems Document case resolutions in detail and escalate unresolved issues to appropriate teams when necessary Engage with customers, meeting resolution time goals and following up on outstanding issues Identify and implement improvements in processes to enhance the customer experience Manage support tickets, document issues, and follow up with escalated cases Collaborate effectively with cross-functional teams, including developers and product managers Utilize skills in Microsoft Windows, Network Troubleshooting, Microsoft SQL, SQL, and VPN - Virtual Private Network to resolve customer issues Stay updated with emerging technologies and trends in technical support. Requirements Possess a minimum of 2 years of experience in a SaaS support role or similar. Proficient in Computer Hardware and Microsoft Windows. Demonstrable experience in Network Troubleshooting. Proficient in Microsoft SQL and SQL. Knowledge of VPN - Virtual Private Network. Excellent problem-solving skills and the ability to quickly adapt to new technologies. Strong written and verbal communication skills. Ability to work in a team environment and independently as needed. Excellent customer service skills and the ability to handle stressful situations gracefully. Strong attention to detail and the ability to multitask effectively. Bachelor's degree in Computer Science or a related field is preferred. Technology Doesn't Change the World, People Do.® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .