SaaS Technical Support Specialist (Freshdesk | Ticket Management)

About the role

The client seeks a SaaS Technical Support Specialist to join a growing support team. You will be the primary point of contact for customers experiencing issues with a SaaS platform, handling tickets, troubleshooting, and coordinating with internal technical teams.

Key responsibilities

• Monitor and manage incoming support tickets through Freshdesk, triage requests by urgency and category, and respond promptly.
• Gather diagnostic information, provide clear updates, and meet SLA response and resolution targets.
• Coordinate with front‑end, back‑end, and mobile development teams, document and assign tickets requiring developer involvement, and track escalations.
• Contribute to the help centre by creating and updating support articles, troubleshooting resources, and internal playbooks.

Required profile

• Previous experience in software or SaaS technical support, helpdesk, or technical customer service.
• Strong written and verbal communication skills, able to explain technical issues to non‑technical users.
• Methodical approach to troubleshooting with high attention to detail and accurate documentation.

Required skills

• Freshdesk
• Jira
• Intercom

What we offer

• Permanent work‑from‑home arrangement
• Immediate hiring
• Health insurance coverage for eligible locations