Technical Support Specialist
Userpilot, Jordan

Userpilot empowers SaaS teams with powerful tools that help them increase product growth metrics at every stage of the user journey.

Our platform helps 500+ SaaS product teams track product growth goals, engage users at different stages to increase feature adoption, and analyze feedback to determine overall user sentiment.

The Customer Support team is the voice of our customers and the main driver of change. You’ll be working closely with customers and interacting with them on a daily basis. Your main job will include:

• Using all available resources to investigate, validate, and escalate root cause of support incidents
• Generating solutions to customer problems using your deep product knowledge
• Writing bug reports and escalate feature requests to product teams
• Contribute to existing documentation and offer input on process changes

Requirements

• Excellent English (reading, writing, and speaking) is a must
• Ability to confidently provide technical support and assistance to tech-savvy customers regarding software issues
• Experience with troubleshooting, finding solutions and support customers
• Experience working with ticketing systems
• Ability to demonstrate critical thinking, technical problem-solving, and fast learning skills
• Attention to the details with great communication skills to interact professionally

• Tech-savvy mindset
• Degree in Computer Science, Information Technology, or similar technical disciplines is preferred
• Previous experience in a technical support role covering B2B software products

• Monday to Friday. Rotating on a monthly basis between 4pm - 12am and 8am - 4pm

Benefits

• Competitive salary and end-of-year performance-based bonus.
• Flexible work environment.
• A multi-culture and diverse team.

Job Rewards and Benefits