Customer Technical Support Analyst - SaaS Software

Customer Help Desk Technical Support Specialist

The Company

Navusoft is a Software as a Service (SaaS) company specializing in the development of service lifecycle management software for companies that provide waste and recycling collection services across North America.

Navusoft products enable a strategic approach to sales and after-sales service by providing innovative software to align sales, service level management, technical communication, field service management, asset management and customer care to maximize customer retention and profitability. Waste and recycling companies use Navusoft to eliminate the casual commitment to service standards, inefficient operations, poor care of assets, inaccurate billing, outdated connectivity, and other issues that hamper a company’s ability to grow after-sales business. Navusoft provides technology tools to transform the service delivery of a traditional waste vendor into a modern, growing, customer service centric operation.

The Role

Navusoft is looking for the right candidate to deliver world-class support for the industry leading SaaS solution. The Customer Support Specialist will serve as the ambassador of the product for all current and future users. This position will be the first point of contact and voice of the customer. This position will be responsible for timely, accurate and effective communication via phone and ticketing system. In a highly influential and customer facing role, the Customer Support Specialist will have a direct impact on the customer experience; driving how users use and perceive the product. The relationships built will help waste and recycling companies obtain a higher return on their investment in Navusoft.

Other Responsibilities Include:

• Identify customer needs and help communicate best practices and workflows to use specific features in a way that is engaging and understood by users at various technical levels.
• Effectively understand, align, and empathize with customer escalations and requests.
• Document, escalate, and prioritize incoming requests; be the voice of the customer.
• Strengthen the Navusoft brand as the leader in the industry through quality customer engagement.

All Applicants Considered

At Navusoft, we recognize that we are only as strong as our people. The right person for the role will be hired regardless of their background. We are looking for strong-minded and talented individuals who want to have an impact in the industry. While the following items are desired, they are not required for consideration.

• Experience in, or knowledge of, the waste and recycling industry preferred.
• Bachelor's degree preferred or equivalent practical experience.
• 3 years of experience in customer service for application support; experience using or supporting SaaS products preferred.
• Excellent technical aptitude and comfortable with learning new applications and software tools.
• Motivated self-starter with a focus on results.
• Familiarity with SQL, CSS, and HTML is an asset

Equal Employment Opportunity Statement

Navusoft is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid holidays
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call
• Weekends as needed

Experience:

• remote customer technical support: 3 years (Required)
• SaaS Support: 1 year (Preferred)

Location:

• Houston, TX 77024 (Required)

Work Location: In person

Salary : $60,000