B2B Technical Support
About The Position
We are looking for a proactive and customer-focused B2B Technical Support professional to join our team. In this role, you will be the first point of contact for our clients across the different brands and platforms we support, helping them resolve issues efficiently and delivering a high-quality support experience. You will provide support via email and chat, troubleshoot product and platform issues, and work closely with internal Tier 2 and Tier 3 teams to ensure tickets and bugs are properly tracked, escalated, and resolved. This role is ideal for someone who enjoys problem-solving, communicates clearly, stays calm under pressure, and is motivated to learn in a fast-paced SaaS environment.
Requirements
- 2+ years of phone, email,or chat based support or equivalent customer facing service experience
- Outstanding written and verbal communication skills
- Excellent computer and internet skills
- Excellent analytical and problem solving skills
- Self-motivated and ability to learn quickly
- Positive attitude, level-headed, and good composure during stressful problems
- Reliable internet setup at home with minimum 8 Mbps download / 1.5 Mbps upload speed
- Able to work 6am PST shifts, weekends, holidays and/or be on call during peak season.
Nice To Haves
- Previous experience supporting SaaS, e-commerce, or ticketing platforms
- Familiarity with Zendesk, Freshdesk, Jira, or similar support and ticketing tools
- Experience troubleshooting technical issues and coordinating with internal product or engineering teams
- Background in B2B customer support
- Experience working in a fast-paced remote environment
- Knowledge of the attractions, tourism, or leisure industry
- Ability to manage multiple priorities while maintaining strong attention to detail
Responsibilities
- Be the first point of contact for our customers across all brands we support
- Respond to customers' incoming emails and chats
- Provide multi-product support across Spotlio's suite of platforms and brands
- Be the voice of the company to our customers
- Log, track, and manage bugs and support tickets in Jira, communicating with Tier 2 and Tier 3 teams internally to drive issues to resolution
- Assist with support queue management in Zendesk/Freshdesk
- Monitor and respond to app store reviews across supported brands as part of reputation management efforts
- Opportunities to participate on other sub-support teams and take on ad hoc projects
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
