The Client Support Representative supports clients with SaaS inquiries, resolves basic system issues, manages communications, and provides user guidance while ensuring a positive client experience.
Position Purpose
We are seeking a dedicated and detail-oriented Client Support Representative, Tier 1 to join our team. This role focuses on providing first-level assistance for our SaaS products and services, addressing client inquiries through email, phone, and chat. The ideal candidate will help ensure seamless usage of the platform by resolving common technical and operational issues and guiding users through its features.
Essential Duties And Responsibilities
- Handle first-level inquiries related to SaaS products, ensuring accurate and timely resolutions
- Troubleshoot and resolve basic system issues, such as login difficulties, payroll processing errors, and report generation
- Manage a high volume of inquiries via email, phone, and chat, maintaining a strong focus on service quality
- Document all interactions, resolutions, and follow-ups in a detailed and accurate manner
- Ensure consistent follow-up and communication with clients, adhering to service-level agreements
- Act as the primary point of contact for Tier 1 support inquiries, delivering a positive and effortless client experience
- Guide clients through platform features and tools, empowering them to navigate the system independently
- Foster strong client relationships by providing clear and empathetic communication throughout the support process
- Educate clients on best practices and available resources to maximize the value of the platform
- Escalate complex issues to Tier 2 support or relevant departments, ensuring seamless collaboration and resolution
- Work with internal teams, including Tax, Payroll, and Development, to gather insights and address client concerns
- Act as a liaison between clients and internal teams to streamline communication and improve issue resolution
- Identify recurring issues and provide feedback to enhance support processes and system functionality
- Contribute to the development and refinement of internal knowledge bases and standard operating procedures
- Stay updated on new features and system updates to provide accurate and timely support
- Participate in team projects and initiatives aimed at improving overall service delivery
Minimum Qualifications
- Technical Proficiency Level 1: Basic knowledge of SaaS platforms and troubleshooting
- Strong understanding of payroll and tax fundamentals
- Exceptional verbal and written communication skills
- Attention to detail and the ability to handle multiple inquiries simultaneously
- Problem-solving and analytical skills to address client concerns efficiently
- Client service orientation with a commitment to confidentiality and compliance
- Ability to handle stressful situations in a professional manner
- Ability to manage multiple projects and adhere to conflicting deadlines
- Quick learner, multi-tasker, master at organization, and overall team player
Preferred Qualifications
- Experience in SaaS customer support or related fields
- Familiarity with HCM platforms or payroll systems
Licenses/Certifications
- FPC or CPP Certification preferred
Top Skills
Hcm Platforms
Payroll Systems
SaaS
Similar Jobs
Marketing Tech • Sales
As a Client Support Representative, you will respond to customer inquiries, provide guidance, troubleshoot issues, and ensure customer satisfaction in a structured environment.
Fintech • Financial Services
Design and implement detection pipelines, improve SIEM capabilities, collaborate on security technologies, and lead incident response efforts for fintech products.
Top Skills:
AWSAzureChronicleGCPGoJavaPantherPythonRubySplunk
Fintech • Financial Services
The Analyst will optimize the decision engine, support configuration, execute testing, and drive cross-functional collaboration to integrate decisioning capabilities effectively.
Top Skills:
Blaze ProvenirExcelFicoGds LinkLendflowPythonSQLTaktile
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
