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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on technical support for SaaS platforms, ensuring high customer satisfaction and effective communication. Capable of troubleshooting and contributing to knowledge management while collaborating with technical teams.
Highest-signal resume keywords
Customer Service ExperienceTechnical Support KnowledgeSaaS Platform FamiliaritySeismic Learning CertificationWritten And Verbal Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Basic TroubleshootingKnowledge Base ContributionIncident Response ProcessSupport Case ManagementTechnical Escalation
Soft Skills
Team-Oriented MindsetProactive LearningReliabilityConsistency
Tools & Technologies
ServiceNow
Certifications & Qualifications
Seismic Learning CertificationSeismic University Certification
Industry Keywords
Customer Satisfaction (CSAT)SaaSTechnical SupportKnowledge Management
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Respond to customer inquiries via ServiceNow chat in a timely and professional manner
- Own and resolve Q&A and how-to support cases end to end
- Open and route technical or complex cases to Level 1 or Level 2 Support Engineers with clear context
- Maintain a Customer Satisfaction (CSAT) score above 90%
- Apply basic troubleshooting across Seismic product areas including LiveSend, LiveDocs, DSR, and Meetings
- Identify gaps in knowledge base articles and documentation
- Contribute new knowledge articles and article updates
- Collaborate with Support Engineers on handoff and follow-up for routed cases
- Use appropriate support and escalation macros
- Learn the Sev-0/Sev-1 incident response process and recognize broader incidents
- Contribute to side projects and team improvements
Requirements
What you’ll need- 2+ years of relevant work experience in a customer service or technical support role
- Expected to obtain Seismic Learning or Seismic University Certifications during tenure
- Strong written and verbal communication
- Basic technical knowledge related to SaaS platforms
- Ability to distinguish between straightforward questions and issues needing technical escalation, and follow structured processes
- Team-oriented mindset with a proactive approach to learning and contributing
- Reliability and consistency in handling customer interactions
- Eagerness to learn and grow within the role and organization
Benefits
Comp & perks- Expected to obtain Seismic Learning or Seismic University Certifications during tenure