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Technical Support Representative – SaaS Industry
Prometeo Talent. Handle inbound customer calls and provide professional, timely, and solution-oriented support .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service and technical support within SaaS environments, with strong analytical skills for troubleshooting and resolving software issues. Proficient in conducting platform demonstrations and maintaining accurate CRM documentation to enhance customer experience.
Highest-signal resume keywords
Customer Service ExperienceSaaS Technical SupportPlatform DemonstrationsAnalytical Problem-SolvingCRM Systems Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingSoftware SupportPlatform WalkthroughsMicrosoft ExcelTechnical Issue IdentificationProcess ImprovementAttention to DetailData AnalysisCustomer Interaction ManagementTechnical Documentation
Soft Skills
Strong CommunicationProactive AttitudeCritical ThinkingOwnershipCuriosity
Tools & Technologies
GoHighLevelHubSpotCRM SystemsTicketing SystemsKnowledge BasesBrowser-Based ApplicationsVideo Conferencing ToolsSpreadsheets
Industry Keywords
SaaSCustomer SupportTechnical SupportCall Center EnvironmentConstruction Permitting Workflows
About the role
Key responsibilities & impact- Handle inbound customer calls and provide professional, timely, and solution-oriented support
- Troubleshoot platform functionality, account setup, document uploads, permit filings, and general software usage issues
- Guide customers through platform features, workflows, and processes
- Conduct platform demonstrations and walkthroughs
- Investigate problems, identify potential root causes, and determine appropriate solutions
- Own customer issues from initial contact through resolution and escalate complex cases when necessary
- Follow up with customers to confirm solutions are working
- Develop strong knowledge of the SaaS platform, its features, and construction permitting workflows
- Learn new software tools, CRM systems, and browser-based applications
- Identify recurring technical issues and communicate findings to relevant teams
- Maintain accurate CRM documentation of customer interactions, troubleshooting steps, and resolutions
- Analyze customer issues and platform data using critical thinking and attention to detail
- Identify process inefficiencies and opportunities to improve customer experience
- Share feedback and actionable insights with product and operations teams
- Meet targets for call volume, resolution rates, customer satisfaction, and support quality
Requirements
What you’ll need- At least 2 years of experience in customer service, technical support, or a similar customer-facing role, preferably in a phone-based or call center environment
- Full professional fluency in English, both spoken and written
- Experience supporting customers with software platforms, SaaS products, CRM systems, or other technology-based tools
- Experience conducting platform demos, software walkthroughs, or feature explanations for customers is highly valued
- Strong analytical and problem-solving skills, with the ability to investigate issues and identify their root causes
- Excellent attention to detail and the ability to handle information accurately
- Technology-oriented mindset, with the curiosity and willingness to learn new tools, systems, and software
- Proficiency in Microsoft Excel and confidence working with spreadsheets
- Strong communication skills and the ability to explain technical concepts in a clear, accessible way
- Proactive attitude, sound judgment, and a strong sense of ownership when handling customer issues
- Previous experience with GoHighLevel, HubSpot, or similar CRM platforms
- Experience in SaaS technical support, software troubleshooting, or application support
- Experience delivering live platform demonstrations, onboarding sessions, or customer training
- Familiarity with ticketing systems, knowledge bases, and customer support tools
- Experience identifying recurring technical issues or contributing to process and operational improvements
- Ability to work with multiple browser-based applications while managing customer interactions
- Reliable high-speed internet connection suitable for full-time remote work and video calls
- Reliable laptop capable of running multiple browser-based applications simultaneously; desktop computers are not accepted
- Working webcam for meetings, training, and platform demonstrations
- Quiet, professional, and distraction-free home workspace
Benefits
Comp & perks- Competitive full-time compensation based on experience
- Fully remote role with flexible scheduling options
- Structured onboarding and ongoing product and technical training
- Supportive team culture where ideas, initiative, and problem-solving are encouraged
- Opportunities to develop technical support and SaaS platform expertise
- Clear opportunities for professional growth within the company