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Technical Support, Operations Specialist
Anavah Talent. Investigate customer and operational issues using system information, configurations, data, and documentation .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical and organizational skills with a focus on troubleshooting and resolving technical issues in a SaaS environment. Proficient in utilizing tools like Intercom and Pylon to enhance customer support and operational efficiency.
Highest-signal resume keywords
Technical Support ExperienceSaaS SupportIntercom ProficiencyAnalytical SkillsOperational Analytics
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingData QualityReportingOperational AnalyticsWindows Operating SystemRemote Desktop SoftwareTechnical OperationsCustomer WorkflowsConfiguration ManagementSoftware/IT Programs
Soft Skills
Attention to DetailOrganizational SkillsWritten CommunicationSelf-DirectedResponsiveness
Tools & Technologies
IntercomPylonGoogle Sheets
Certifications & Qualifications
Bachelor Degree or Higher
Industry Keywords
SaaSTechnology StartupCustomer SuccessScrap Metal Recycling
About the role
Key responsibilities & impact- Investigate customer and operational issues using system information, configurations, data, and documentation
- Maintain accurate operational and support data and contribute to reporting by tracking trends and identifying inconsistencies
- Document issues, resolutions, and recurring patterns
- Partner with Customer Success, Engineering, and other teams to improve processes and support resources
- Own problems from investigation through resolution
- Respond to customer inquiries through Intercom, Pylon, email, and other support channels
- Resolve Tier 1 issues efficiently and professionally
- Troubleshoot software, hardware, account, configuration, and connected-device issues
- Escalate complex problems to appropriate internal teams
- Build knowledge of ReSpark’s software, customer workflows, and scrap metal recycling operations
Requirements
What you’ll need- Strong analytical, organizational, and attention-to-detail skills
- At least 3+ years of experience in technical support, IT helpdesk, SaaS support, technical operations, or a related technical role
- At least 1 year of experience working with a technology startup
- Prior experience with Windows operating system, remote desktop software, and software/IT programs such as Intercom
- Exceptional proficiency in English (at least C2 level), with excellent written communication skills
- Highly responsive, self-directed, and comfortable prioritizing competing requests in a remote environment
- Bachelor degree or higher (preferred distinctions and Academic Scholar status are preferred)
- Familiarity with Intercom, Pylon, and Google Sheets
- Experience with reporting, dashboards, data quality, or operational analytics
- Experience working with U.S.-based enterprise SaaS startups
Benefits
Comp & perks- Competitive compensation
- Regular payday in USD twice per month
- Company-provided laptop
- Work remotely, forever
- Milestone gifts and birthday treats
- Team offsites, meetups, virtual town halls, and international paid travel
- Supportive professional network
- Global networking with international teams across 12 countries
- Mentorship, advocacy, and support
- Promotions, raises, and scope increases