Support Analyst at Rvops assisting clients with SaaS product inquiries and troubleshooting issues via various communication channels.
About the role
- Technical Support Specialist addressing customer inquiries and resolving complaints for products and services. Collaborating with teams to ensure excellent customer service in the client experience department.
Responsibilities
- Interacting with customers to address inquiries and resolve complaints regarding the client’s products and services.
- Collaborating with various teams in handling the customer's needs to provide excellent customer service promptly and professionally.
- Composing thoughtful, personalized responses to a variety of customer requests
- Acting as a consultant by helping customers optimize workflows and maximize platform value
- Triaging incoming requests and spotting trends in customer issues to flag for the wider team
- Interacting with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
- Logging, managing, and following up on all customer support tickets
- Performing problem-solving tasks, providing answers to product-related questions and troubleshooting and ensuring that issues are properly documented, prioritized, tracked, and resolved
- Performing ad hoc tasks when requested by the client
- Proactively monitoring the client’s dashboards and platforms and actively reaching out to customers who need extra support with troubleshooting
- Ensuring proper and timely escalation of issues to meet internal and external expectations
- Identifying opportunities and recommendations for continuous process improvement
- Delivering service excellence and maximizing customer service and satisfaction
- Working with the external team to stay updated on product and service knowledge
- Collaborating with Engineering and Product teams to escalate issues and provide feedback for product improvement
- Identifying opportunities for tooling, documentation, and internal process enhancement, especially in support of AI-driven systems (e.g., Fin AI Agent)
- Contributing to internal projects and pilots aimed at improving teammate efficiency and the overall customer experience
- Representing the new way of support by embracing AI-first, adaptive support models
- Owning and troubleshooting complex technical issues involving APIs, SDKs, webhooks, or integrations using debugging tools, logs, and relevant platforms like GitHub or browser dev tools.
- Supporting peer development by mentoring teammates, modeling best practices, and sharing feedback to strengthen team capabilities.
Requirements
- Curious and authentic, just like us! #beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction
- Proactive and self-motivated
- Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
- Amenable to work on rotating shifts
- At least a bachelor’s degree in any field you’re passionate about!
- At least 3 years of working experience in Technical Support is required
- Strong communication skills
- Willingness to learn about how networks and IT technology behave and operate
- Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
- Excellent verbal and written communication skills
- An ability to understand and communicate complex ideas to customers, both verbally and in written form
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind
- Customer orientation and ability to adapt/respond to different types of characters
- Experience working with support tools like Intercom, Zendesk or similar SaaS platforms.
- Strong troubleshooting skills using logs, product tools, and impersonation features
- Comfort working in fast-paced, dynamic environments where product updates are frequent
- Familiarity with APIs, HTML, JavaScript, or CSS
Benefits
- Competitive compensation
- Paid holidays and vacation leave
- HMO
- Internet and electricity allowance
- Training and development programs
- Joining a team that contributes to meaningful, high-impact projects across different areas
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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