Technical Support Specialist

Position Type: Full-Time, Remote
Working Hours: EST

About the Role:
Pavago is hiring a Technical Support Specialist to to support our client’s enterprise customers. In this role, you will manage technical support tickets, identify customer issues, and work closely with development teams to resolve them. The ideal candidate will have a strong technical background and a commitment to delivering exceptional customer support.

Key Responsibilities:

• Ticket Management: Monitor, assess, and respond to customer support tickets within 15-20 minutes to ensure timely resolution.
• Technical Issue Resolution: Troubleshoot technical issues related to application features, bugs, and system functionality. Provide effective solutions or escalate to appropriate teams when necessary.
• Collaboration with Development Team: Work closely with the development team to escalate complex technical issues, ensuring quick and efficient resolution.
• Customer Education: Provide training, guidance, and ongoing support to customers on system features, best practices, and troubleshooting to improve their user experience.
• Documentation: Track, document, and report technical issues, feedback, and resolution processes to help improve the product and enhance customer satisfaction.
• Customer Onboarding & Implementation: Assist in onboarding new customers, guiding them through initial setup, training, and system configuration.
• Proactive Account Management: Regularly check in with customers to ensure they are getting the most value from the application and are aware of all relevant updates, features, and enhancements.
• Churn Prevention: Monitor customer usage patterns, identify signs of dissatisfaction or disengagement, and work proactively to resolve potential issues before they lead to churn.
• Customer Advocacy: Act as a customer advocate internally, representing their needs and challenges in strategic decision-making processes within the company.
• Renewal & Upsell Opportunities: Identify and work with the sales team to drive contract renewals, upsell opportunities, and expand customer usage.

Required Skills & Experience:

• Experience: 3-4 years in customer support, technical support, or a similar CSM role in a SaaS environment.
• Technical Proficiency: Strong understanding of SaaS applications and troubleshooting techniques.
• Communication Skills: Excellent verbal and written communication, especially in technical support.
• Problem-Solving: Strong analytical skills, with the ability to quickly resolve customer issues.

What Makes You a Perfect Fit?

• Technical Background: You have a technical background and enjoy solving complex customer issues.
• Fast-paced: You thrive in a fast-paced, customer-facing role where quick resolution is key.
• Customer First Mindset: You can balance technical expertise with a customer-first mindset to ensure satisfaction.

What Does a Typical Day Look Like?
Your day will be divided between managing customer support tickets, troubleshooting technical issues, and collaborating with the development team. You'll also dedicate time to customer education and ensuring clients are fully trained on how to use the application.

Interview Process:

• Initial Phone Call: Discuss your technical experience and approach to customer success.
• Video Interview: Focus on your technical troubleshooting skills and customer support experience.
• Final Interview: Meet with our client to discuss technical challenges and potential solutions.
• Background Check: Verify technical certifications and prior experience.

Ready to Apply?
If you have a passion for technical customer success and enjoy troubleshooting complex issues, we’d love to hear from you!